The purpose of Aeroenlaces Nacionales, S.A. de C.V. (“Viva Aerobus”) terms and conditions is to inform our clients of the standards and procedures in which our air transportation service (the “Service”) is based on (the “Terms and Conditions”).
“Viva Aerobus” reserves the right to change and/or amend the Terms and Conditions, in whole or in part, as it deems necessary at any time and without previous notice and/or notification, which shall not cause any liability for “Viva Aerobus”, being applicable the Terms and Conditions published on the web page www.vivaaerobus.com (the “Internet Site”) on the date on which the Service is rendered.
The titles allusive to the Terms and Conditions included herein shall only be used as reference and from them shall not be inferred any rights or obligations.
Adult: Individual of 18 (eighteen) years old or over.
Airport(s): Public Service Civilian Air dome(s) that have facilities and adequate services for the receive and dispatch of aircrafts, passengers, cargo and mail of the regular air transport service in which “Viva Aerobus" has operations.
Viva Aerobus' App: App that can be installed on mobile devices, or smartphones, from which the passenger can register, book, receive reminders and download a digital boarding pass.
Personal Item: Shall be considered any personal item any purse, small backpack, diaper bag, or briefcase for a portable computer.
Ticket: Refers to the physical and/or electronic document that contains 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.
Call Center: Refers to the area dedicated to the communication with the customer, partners, and entities, 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 customer’s needs. The phone of the Call Center is 01 81 82150150.
Booking Changes: Changes in date and/or time in the reserved Flight.
Sale Channels: It covers the sale and/or distribution of the airline´s seats inventory through the different technological platforms, affiliate networks and/or authorized physical sale points for the confirmation and booking.
Ticket Service Charges: Payment for the service of elaboration of the ticket itself and the consumption the airline has to make in order to provide the service: system maintenance, its manipulation personnel, suppliers.
Security Fee: Refers to a special rate to be paid by the Passenger to Viva Aerobus for the airport service, which includes the services of the security personnel, baggage transportation services, personal inspection services.
Personal Electronic Devices: Refers to cell phones, compact disc players or DVD, mp3, musical players, tablets, portable computers and any similar equipment that uses wireless connection.
Baggage: Articles of personal use for the purpose and duration of the trip, which includes clothes, shoes and personal hygiene articles.
Checked-in Baggage: Refers to the baggage owned by the Passenger, which will be under the custody of “Viva Aerobus” and shall be returned to the passenger upon presentation of the baggage ticket or slip.
Carry-on Baggage: Refers to the baggage permitted onboard the aircraft, being the Passenger allowed to carry one piece of baggage and one Personal Item.
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.
IAMSA: Inversionistas en Autotransportes Mexicanos, S.A. de C.V.
Official ID: The following documents will be considered as official identification:
• Valid passport, voter's credential, professional card, credential of the Mexican Institute of Social Security or Institute of Social Security and Services of State Workers, permits issued by the National Institute of Migration, identification of the National Institute of Older Adults, Any identification document issued by a federal authority containing full name, photograph of the passenger, as well as the mention of its validity and that is in force.
• Any identification document issued by a state authority that contains the passenger's full name and photograph, as well as the mention of its validity and is in force (for example driver's licenses).
• Identification badges that certify them as employees of official federal, state or municipal agencies, provided they contain full name, photograph of the Passenger, the mention of its validity and is in force.
The aforementioned documents must be presented in a physical and original way, photostatic copies, photographs, or scans of any documents will not be admitted, except in those cases in which the Passenger exhibits a certified copy of a factual report or complaint filed with the Ministry Public, where the theft or loss of the official identification of the passenger is indicated and that the passenger does not have any other official identification in accordance with the above. Such faith in facts and / or denunciation shall only be valid when it is not older than three (3) months at the scheduled date of its Flight.
Minors and Infants can only be identified with the CURP (From 31 days of birth) in the case of Infants, the letter of birth will also be valid as long as the date of issuance is less than 30 Thirty) days of the scheduled date of your Flight.
For international flights the only acceptable official ID will be the passport.
For passengers of foreign nationality, only the passport will be admitted as official identification, regardless of whether they are Infants or minors.
Taxes: According to the Federal Tax Code, taxes are provisions in money or in kind that the State determines unilaterally and with a mandatory nature to all individuals whose situation is known as a tax credit generator.
Infant(s): Refers to any person under 2 (two) years old on the date of the Flight. Infants who travel by Viva Aerobus will do so free of charge.
Indemnizaciones: Refers to those compensations contemplated in Articles 47 Bis and 62 of the Civil Aviation Law (Ley de Aviación Civil), which will be considered and applied according to the Compensation Policies of "Viva Aerobus".
Contusion Instruments: Refers to any instrument that may cause any non-penetrating wound and/or physical harm on a human body or animal.
LAG (Liquids, Aerosols, Gels): Refers to, without limitation: water and other portable liquids, soups, syrups, marmalades, stews, sauces and pastes; foods in sauces or with high content of cream, lotions, cosmetics and oils; perfumes, aerosols, gels (including hair and shower gels); the content of pressurized containers (for example aerosols), including shaving cream, other creams and deodorants; pastes, including tooth pastes, soaps, mixtures of liquid and solid substances or materials; mascara; lip gloss or lip balm.
Suitcase: Container or bag that protects contained luggage.
Minor: Any person under the age of eighteen years old.
OTA (External Agencies): Online travel agency dedicated to the sale and marketing of air tickets, hotels, rental cars and other travel services to end customers through a web platform.
Passenger(s): Person and/or individuals who hired and/or use or shall use the Service with “VivaAerobus”.
Passengers with Disability and/or Reduced Mobility: Refers to any person whose mobility is reduced due to physical disability, whether sensorial or motor, permanent or temporary, intellectual disability or deficiency, and whose situation requires adequate attention and adjustment to its particular needs of the Service.
Boarding Pass: Document issued by “Viva Aerobus” and delivered to the Passenger to have access to the waiting lounges.
Flex Pass: Additional service offerted by “Viva Aerobus” that allows the passenger to advance or delay his flight only for the immediate flight available, always within of the same route or an alternate route considering the same origin. This service is subject to payment of the fees established in: www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos and, in its case, to the payment of the fare difference when the latter comes into existence. Flex Pass may be purchased through our website, Viva Tiendas or through our Call Center and may only be used on the same scheduled date of your flight, either prior to, or up to 4 (four) hours after the scheduled time of the original flight.
Baby Package: Includes the stroller service from and to the Airplane door, check-in of baby seat or similar article, transportation onboard of a diaper bag or similar article of less than 10 (ten) kilograms, additional to the Baggage allowance. The Baby package is mandatory in international flights.
Perishables (shrimp, meats, cheeses, etc.): are those articles that may get ruined, decompose or become unsafe for consumption or transport as part of the Checked-in Baggage, since due to their nature they could contaminate the Checked-in Baggage of the other Passengers.
Reimbursements: Restitution of the amounts actually paid by the Passengers, whether due or undue, as payment of bookings, Additional Services, modifications in accordance with these Terms and Conditions.
Booking: Refers to the sale transaction of seats through the different official sales channels and which guarantees the proper registration of the passengers using the air transportation service.
Additional Services: Services marketed in addition to the air transportation services, such as boarding group, express line, Vivabus, among others.
Website: Refers to the “Viva Aerobus” website www.vivaaerobus.com
Rate(s): Refers to the consideration that the Passenger shall pay to “VivaAerobus” for the provision of the Service, which may vary according to the conditions, availability and/or Additional Services.
Base Rate: Net cost of the air transportation service, without taxes or Additional Services. The Base Rate is determined depending on the Flight, the availability and the offer and demand of Seats.
ToditoCash: It is a pre- paid electronic wallet designed to make purchases of products and services on the Internet as an alternative to the use of banking products (credit and debit). It is subject to the terms and conditions of ToditoCash in https://www.toditocash.com/.
TUA: Refers to the Airport Use Rate to be paid by the Passenger.
“Viva Aerobus”: Refers to Aeroenlaces Nacionales, S.A. de C.V.
Viva Express: Service that the passenger may use the check-in line of “VivaAerobus” named “Express” or “fast”, through prior payment made by any of the Sales Channels.
VivaTienda(s): VivaAerobus point of sale and customer care officer which is dedicated to the sale and marketing of air tickets as well as to promote the sale of additional benefits and changes in Bookings, therefore, offering a more personalized service.
“Viva Aerobus” is the only low cost airline in Mexico, which prices exclusively include the cost of air transportation service from a point of origin to a point of destination, being the Passenger capable of adding to his/her transportation service a series of Complementary Services.
“Viva Aerobus” does not perform connections of Passengers and/or baggage, therefore, “Viva Aerobus” shall not be responsible for expenses and/or losses of any kind, whether with flights performed with “Viva Aerobus”, other airlines and/or any other form of ground transportation.
"Viva Aerobus" may at any time suspend and/or cancel its flights without prior notice to Passengers, being "Viva Aerobus" bound only to comply with the applicable legal provisions in matters of cancellations.
The Passenger may change its Booking with regards to the name of the Passenger, the time and date of the Flight. Route changes may be performed through the website: (www.vivaaerobus.com), Call Center or Viva Tiendas.
Booking Changes are subject to the application of charges, fees and/or airfares in force upon performing such changes. The aforesaid changes may only be performed with 4 (four) hours in advance to the time scheduled for the provision of air transport service.
Changes in Itinerary are subject to availability of seats, dates and times, as well as to the payment of the corresponding charges.
Additionally, Changes in Itinerary are subject to the payment of any difference in Airfare and/or any administrative charge that may apply upon requesting the Change in Itinerary.
Whenever the new Rate for Change in Itinerary is less than the Rate originally paid, the Passenger must only pay the charge applicable to the requested change, without being entitled to any type of reimbursement of any remaining balance in favor of the Passenger.
Passenger must pay the difference in the Original Fare in those cases in which the updated fare for the modified itinerary requested by the Passenger surpasses the Original Fare, in any other case, the total amount of the fee will remain the same.
"Viva Aerobus" may at any time and at its sole discretion make changes and/or amendments to the Flights, including but not limited to changes in dates and times.
For purposes of the above, "VivaAerobus" shall notify the Passengers by email to the account included by the latter in their Booking, the corresponding change in time and/or date, in order for the Passenger to take the necessary precautions.
"Viva Aerobus" waives any liability in the event the notice of Booking Change is not seen by the Passenger, whether due to errors made by the Passenger in the disclosure of the email address provided when making its Booking or due to issues in the reception of emails. "Viva Aerobus" assumes that the email address provided by the Passenger is valid and correct, insofar as the Passenger is the sole responsible for the disclosure and correct functioning thereof. Notwithstanding the foregoing, "Viva Aerobus" recommends its Passengers to confirm the time of their flights before their departure at the Internet Website of "Viva Aerobus".
Any delays in programmed Flight schedules that are less than 4 (four) hours or early arrivals in the programmed Flight schedules shall not be considered as Booking Changes.
"Viva Aerobus" is not bound to pay any remuneration whatsoever or to perform any reimbursement to the Passenger when the delay, deviation, substitution or cancellation of a flight is due to causes that are not directly imputable to "Viva Aerobus", such as adverse weather, acts of God or force majeure, natural disasters, acts derived from a qualified authority, strikes, traffic control, any other security reason or any other circumstance that "Viva Aerobus" cannot avoid or control.
In the event of a Reimbursement to a Passenger, the latter shall be entitled to receive the Reimbursement for the following concepts, provided they have been acquired through the Sales Channels and effectively paid by the Passenger.
In the event "Viva Aerobus" issues Tickets that exceed the Airplane’s capacity or cancels a Flight for causes that are not directly imputable to "Viva Aerobus", which generate the refusal to board, "Viva Aerobus" shall be subject to the Civil Aviation Act (Ley de Aviación Civil).
If the Passenger makes any change to an existing Booking, including but not limited to changes in dates, routes, name and/or adding Complementary Services, and such change is not paid within the terms and in the manner provided in these Terms and Conditions, the Passenger accepts that such Booking will be fully cancelled.
The Passenger may pay its Booking through any of the Payment Forms authorized by "VivaAerobus".
"Viva Aerobus" shall not be responsible if the Payment Reference provided by the Passenger is incorrect, being the Passenger the sole responsible to make sure that the payment is performed with the Reference provided by "Viva Aerobus". Any payment received with incorrect information in accordance with this section shall trigger the cancellation of the Booking without any liability for "Viva Aerobus".
The Passenger hereby releases "VivaAerobus" from any liability caused by any error in the coincidence of the Payment Reference and/or the information upon making the payment, as well as by payments outside the established timeframe.
Whenever a payment is not reflected in the system of "Viva Aerobus", the Passenger may request "Viva Aerobus" to track such payment in its system. In the event "Viva Aerobus" finds the payment in its booking system, it shall issue in favor of the Passenger a Flight Certificate in the amount effectively paid by the Passenger, which the Passenger may use to acquire a new Booking, in accordance with Section 3.0 of these Terms and Conditions.
“VivaAerobus” accepts payments by Credit or Debit Cards.
Applicable to bullet payments.
Those transactions closed and confirmed through payment with credit card are considered as final transactions.
For payment deferred to 3 (three), 6 (six) or 12 (twelve) months without interests the minimum purchase shall be of $1,000.00 (one thousand pesos 00/100 MxCy). Applicable to payments made with Banamex, Santander, Banorte, Ixe, Scotiabank and American Express credit cards.
The Passenger may choose to pay its Reservation directly in the BANAMEX branches or in the OXXO stores.
For bookings where payment in the OXXO branches is chosen, the reserved flights must have a maximum total cost of $10,000.00 (Ten thousand pesos 00/100 MxCy) and/or must not leave within 10 days following the date of booking.
After making the payment, the Passenger must log into our Website in the My Flight section to review the status of the reservation. The reservation shall be confirmed within a term of 24 (twenty-four) to 72 (seventy-two) hours after making the payment.
The Passenger may make payments to "Viva Aerobus" through the BANAMEX portal, provided the Flight chosen by the Passenger is scheduled to be made within 30 (thirty) calendar days or more following the purchase date.
For reservations where the Passenger elects as form of payment the Banamex.com website, it must follow the manual shown upon electing this form of payment. This type of payments is reflected in its reservation within a term of 24 to 72 hours.
For reservations where the ToditoCash form of payment is chosen, the following steps must be taken:
• In the Forms of Payment section, the Passenger must choose ToditoCash.
• It must have sufficient balance in the ToditoCash account.
• The Passenger must enter the ToditoCash card number and password.
The Flight Certificate is a personal non-transferrable code, which may be granted only by an authorized representative of "Viva Aerobus", which expresses a certain monetary value and consists in an alphanumerical combination of 7 (seven) numbers and a letter.
The Flight Certificate has no commercial value, is non-negotiable, non-transferrable and may not be exchange for money in cash. It is not valid for payment in Airports or onboard the plane.
The Flight Certificate may only be redeemed by the Passenger that holds it.
The Flight Certificate is valid only and exclusively for the purchase of Flights with "Viva Aerobus", up to the monetary value therein provided.
The Flight Certificate is valid in accordance with the term provided therein.
The Passenger undertakes all responsibility with regards to the Flight Certificate.
The Flight Certificate shall not have residual value, therefore the Passenger may neither request "Viva Aerobus" to create a new Flight Certificate nor shall be entitled to claim any reimbursement of any unused residual value.
The Flight Certificate may only be redeemed through the Telephone Call Center of "VivaAerobus" and shall be subject to a ticket service charge in accordance with the Rates published in the Website.
If the monetary value expressed in the Flight Certificate is less than the total amount due for a certain air transport route, the Passenger may choose: i. not to use the Flight Certificate for the purchase of the new Booking, being the Passenger bound to pay the difference with any other payment option authorized by "Viva Aerobus".
The issuance of a Flight Certificate must be requested by the Passenger within a maximum term of 30 (thirty) calendar days following the date of the Flight cancellation, overbooking or any other situation that may trigger the issuance of such Certificate. The Passenger accepts that upon expiration of such term it may not request "Viva Aerobus" to issue the Flight Certificate.
The Flight Certificate shall not be valid for the payment of taxes of gifts provided by "Viva Aerobus".
“Viva Aerobus” shall provide the facilities that are within its reach to all Passengers with Disabilities and/or Reduced Mobility that so require it, at the airport of origin and/or destination.
Passengers with Disability and/or Reduced Mobility must submit medical proof, responsive letters and any other special format or requirement, in the following cases:
I. When stretcher or incubator transportation is necessary,
II. When medical oxygen is necessary throughout the trip,
III. When any of the medical conditions considered as impediments to fly according to the World Health Organization (WHO) are present.
V. When the intellectual or psychosocial capability of the Passenger with Disability and/or Reduced Mobility does not allow him/her to act and/or follow instructions without assistance.
Passengers with Disability and/or Reduced Mobility shall have the right to travel with a guide dog or a service animal onboard the aircraft, without extra charge, provided it evidences this situation before "Viva Aerobus" with the corresponding certificate.
It shall not be necessary for Passengers with Disability and/or Reduced Mobility to notify "Viva Aerobus" of their condition and/or the nature of their disability in order to be transported. However, whenever a Passenger with Disability and/or Reduced Mobility requires special services or accommodations onboard the Aircrafts of "Viva Aerobus", they must inform "Viva Aerobus" of the nature of the service or accommodation required at least 48 (forty-eight) hours prior to the scheduled time for their Flight, in order for "VivaAerobus" to properly attend the special requirement and to be able to verify the availability of such service or accommodation, or to identify the possible limitations in the provision of the air transport service.
“VivaAerobus” allows Passengers with Disability and/or Reduced Mobility to transport wheelchairs and other devices they may own, which shall be considered as part of their carry-on baggage without additional cost. Passengers with Disability and/or Reduced Mobility are responsible for notifying “Viva Aerobus” with the proper advance about this situation.
Whenever Passengers with Disability and/or Reduced Mobility require to check-in an additional Wheelchair, they may do so within their baggage allowance.
The check-in of Wheelchairs with moist battery shall be subject to the applicable Mexican Official Standard (Norma Oficial Mexicana) in matters of air transportation of hazardous merchandise issued by the Ministry of Communications and Transports (Secretaría de Comunicaciones y Transportes).
If the Airport infrastructure allows it, the Passenger with Disability and/or Reduced Mobility may choose to be transferred to the airplane gate in his/her own Wheelchair, which shall be subsequently checked-in and placed in the loading compartment of the Aircraft as checked-in baggage. Once the Aircraft lands at the Airport of destination, personnel of “VivaAerobus” shall deliver to the Passenger with Disability and/or Reduced Mobility the Wheelchair at the airplane’s door. The foregoing only applies in the case of manual Wheelchairs, otherwise the Wheelchair shall be delivered together with the Checked-in Baggage.
“VivaAerobus” may transport electric Wheelchairs with closed and non-liquid batteries, provided the Passenger with Disability and/or Reduced Mobility guarantees that they will not be actioned during the Flight, if necessary, the passenger must indicate in writing the instructions to disconnect the battery from its terminal.
“VivaAerobus” shall not be personally obligated to render assistance to Passengers with Disability and/or Reduced Mobility to and from the bathrooms, to eat or for personal hygiene.
“Viva Aerobus” allows Passengers with Disability and/or Reduced Mobility, if they so required by prescription of a specialized mental health physician (psychologist, psychiatrist, etc.), to be accompanied during the Flight by emotional or psychiatric support animals (“Support Animal”) without additional cost; provided they are dogs and/or cats and the Passenger with Disability and/or Reduced Mobility unquestionably evidences this situation to “Viva Aerobus”.
Support Animals must weigh no more than 12 (twelve) kilograms and must at all times have a leash, harness, identification badge and muzzle. If the aforesaid requirements are not met, the Support Animal shall be transported as a pet in the loading compartment of the Aircraft, being the Passenger responsible for paying the corresponding charge for this service.
The Passenger with Disability and/or Reduced Mobility who wishes to be accompanied by a Support Animal onboard the “Viva Aerobus” Aircrafts must submit the document that evidences the Support Animal’s condition, including but not limited to the following: Identification of the Support Animal issued by an animal sanitary authority and/or reputable agency, document from the physician and/or another health institution treating the user(s) with disability, any other document evidencing that the Passenger with Disability and/or Reduced Mobility needs a Support Animal for his/her mobility and/or accompaniment.
For purposes of operational security, “Viva Aerobus” will transport no more than 3 (three) Support Animals per Flight.
“VivaAerobus” may transport up to three oxygen tanks of medical use per flight provided the tanks have a maximum capacity of 5 gross kilograms and comply with the requirements of CFR 49, section 178.273 - “Approved of Specification United Nations portable tanks” and evidence the United Nations registration approved by the DOT (Department of Transportation). Only one tank per passenger with breathing disability shall be allowed.
The only personal breathing assistance devices allowed onboard are of the “oxygen portable concentrator” type, which is a certified
equipment to be used in aviation pursuant to the Radio Technical Commission for Aeronautics (RTCA), which models in the market that may
be transported are found in the following email address for easy reference:
http://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/
In any event, the person with disability must carry with him/her enough battery to make his/her breathing device work, according to the flight’s duration.
“VivaAerobus” allows the Passenger only the transportation of a couple of syringes, their needles and corresponding medication in the checked-in baggage (the Syringes). Should the Passenger require to transport a larger amount of Syringes, the Passenger must submit the corresponding prescription issued by a certified physician.
Passengers sick with diabetes, allergies or any other case that requires to transport onboard the Syringes and the corresponding medication, may do so prior submission of the corresponding medical prescription issued by a certified physician. The Passenger must submit its prescription when Checking-in for the flight or upon review by the Airport’s security personnel, which may be requested in further occasions by the personnel of “VivaAerobus”, being the Passenger responsible for having the corresponding documents at hand, in order to avoid delays in the process and/or refusal to board.
a) Severe cases:
Without exception and under no circumstance shall “VivaAerobus” check-in those Passengers suffering infectious diseases such as breathing diseases or tuberculosis, among others.
b) Minor cases:
Those Passengers who show symptoms of a certain disease such as rubella, measles, chicken pox, etc., may be accepted onboard the “Viva Aerobus” aircrafts, provided:
1. 7 (seven) days have elapsed since the appearance of the last rash or mark of the disease and this is evidenced with the corresponding medical certificate issued for such purpose.
2. They submit a medical certificate that certifies the clinical condition for air travel; and
3. They have informed about their condition at the “Viva Aerobus” counters.
Allergies: During all Flights operated by “Viva Aerobus”, a sales service is offered onboard the aircraft, offering products such as:
peanuts, chocolate, dairy, among others; being the Passenger responsible for verifying the content of the products it consumes.
“Viva Aerobus” shall not be liable for the allergic or any other reaction suffered or that may be suffered by the Passenger as direct
consequence of the consumption of said products.
At "Viva Aerobus" we care about the safety of all our passengers, so we strongly recommend that when traveling by air during pregnancy, you consult with a doctor, as well as notify Viva Aerobus staff at time of reservation or when checking in for your flight.
Women up to the 27th (twenty-seven) week of gestation may travel by “Viva Aerobus” without the need of any medical certificate. Women having exceeded the 27th (twenty-seven) week of gestation threshold and up to 36th (thirty-six) week of gestation for a single pregnancy, or up to 32nd (thirty-two) week of gestation in case of a multiple pregnancy (twins, triplets, etc.) should present a medical certificate issued within no more than 10 (ten) calendar days prior to the travel date. This certificate must contain the accurate number of weeks gestation and express the physician’s authorization to use Air Transportation Services.
Without exception, all flights intended by the pregnant passenger, must be made before the 37th (thirty-seven) week of gestation in case of single pregnancy or before the33rd (thirty-three) week of gestation in case of multiple pregnancy.
Passengers who are at 37th (thirty-seven) week of gestation in the case of a single pregnancy or 33rd (thirty-three) week of gestation, in case of multiple pregnancy (twins, triplets, etc.), may not travel with Viva Aerobus. It is the obligation of the Passenger to notify "Viva Aerobus” of the pregnancy status during the Reservation process, as well as notify "Viva Aerobus" staff during check-in process. "Viva Aerobus" will not be liable in case of any contingency and/or situation which may arise during the Flight related the passenger’s pregnancy status.
“Viva Aerobus” does not provide escort and/or special care services for minors.
Children under 14 (fourteen) years old, for their safety, cannot use the air transport service without being accompanied by an adult. If the Adult is neither the parents nor guardians of the Minor, it must submit a written consent, duly signed by both parents or legal guardian, including a copy of the Official ID of the parents or legal guardian(s).
“Viva Aerobus” may transport underage Passengers, whose age varies between 14 (fourteen) and 17 (seventeen) years old without the company of an Adult; for which the parents or legal guardian must fill out and sign a form provided by “Viva Aerobus” at the check-in counters upon check-in. The minor must submit its CURP and a picture ID (passport or student card). The parents or legal guardians of the Minors must remain at the airport until the plain has taken off.
In international flights where the Minor is accompanied by an Adult that is neither his/her parents nor guardian, or when the Adult is only one of the parents, the Adult must submit before “VivaAerobus” the original of the document executed before Notary Public and/or issued by a qualified Authority, which expressly states the authorization granted by both parents, or by the absent parent, or by whoever has the legal custody, in order for the Minor to abandon Mexican territory. The Minor must be presented with the CURP and picture ID, if Mexican, and passport in the case of foreign minors.
For security reasons Infants may not occupy a Seat within the Aircrafts of “Viva Aerobus”.
Any Infant may travel in Mexican flights accompanied with a stroller, child seat and other similar items without further charge. These articles must always be checked-in. Any additional baggage such as diaper bags or similar, among others, shall be deemed as part of the baggage allowance of the Adult Passenger.
The Baby Package shall have the cost published in the Website.
Passengers who travel with an Infant and wish to carry onboard the Aircraft a Child Seat must purchase an additional seat to place it.
“Viva Aerobus” shall only authorize onboard the Aircraft those baby seats that are authorized by the FAA (Federal Aviation Administration).
If the Infant were 2 (two) years old before boarding the return Flight, it will be necessary to purchase a Seat in the return flight paying the corresponding airfare.
Any Passenger who intends to travel with an Infant must check-in said Infant upon booking and must submit the Official ID of the Infant for check-in in accordance with these Terms and Conditions.
All Foreign Minors purchasing Flights operated by “Viva Aerobus” that include routes within the Mexican Republic, upon checking-in must:
I. Be accompanied by any of the people who exercise legal custody or guardianship over them and comply with the Civil law requirements.
II. If accompanied by a third party of legal age or if traveling alone, they must submit the passport and the document that states the authorization of whoever exercises the legal custody or guardianship, before notary public or by the qualified authorities.
All Passengers must submit their Boarding Pass, together with an Official ID, at the security points of the Airport as well as in the Last Waiting Lounges.
If the Boarding Pass has been lost or forgotten, the Passenger must obtain a new Boarding Pass at the Check-in Counters, provided the Passenger pays the reissuance charge.
The new Boarding Pass may only be requested at the Airport 2 (two) hours prior to the Flight’s scheduled departure.
Passengers who have acquired VivaBásico, VivaPlus and VivaSmart who decide to travel only with carry-on baggage may print their Boarding Pass through the Website, selecting the option “Print Boarding Pass”, up to 4 (four) hours prior to the Flight’s scheduled departure. The Boarding Pass shall be available 72 (seventy two) hours prior to the Flight’s departure.
Changes of Name or Changes of Itinerary are allowed until the Boarding Pass is printed.
The following Passengers must appear before the Check-in counters due to special conditions and will not have the option to print their Boarding Pass through Internet:
A) Pregnant women (see item 5.0)
B) Passengers who have received a recent surgical intervention
C) Unaccompanied Minors (see item 6.0)
D) Passengers travelling with special luggage such as musical instruments and/or sport items
E) Passengers with Disability and/or Reduced Mobility
F) Passengers traveling with Pets
G) Passengers who must notify their situation at the check-in counters due to their physical or legal condition to determine if they may or may not board the flight
E-ticket service charges will be applied to each Passenger per each of the booked flight segments. E-ticket service charges may include charges for issuing and managing the booking depending on the sales channel selected for its purchase. The Rate shall be determined according to the Distribution Channel and the form of payment selected by each Passenger.
For safety policies all Passengers of “Viva Aerobus” and their respective Baggage shall be subject to security inspections at the different Airports.
“VivaAerobus” requests each Passenger that his/her Carry-on Baggage be available if subject to inspection by personnel of “VivaAerobus” and/or security personnel of the Airports. For better identification and safety of your Baggage, we recommend all Passengers to identify their Baggage with their name, address, phone number and/or Booking Code to facilitate location in the event of loss or damage of the Baggage. Failure to include the foregoing shall be the responsibility of the Passenger.
“Viva Aerobus” shall only be responsible for the loss or damage evidenced in the Baggage that is clearly identified in accordance with the previous paragraph, provided the Passenger notifies “Viva Aerobus” by filling out the corresponding Loss and/or Damage Report (the “Report”), the Passenger may request the Report at the Sales Counters of each Airport.
Insofar as the Baggage is subject to inspection and manipulation of institutions and personnel alien to “Viva Aerobus”, “Viva Aerobus” recommends to its Passengers the following:
• Not to include in the Baggage fragile or valuable articles, including but not limited to cash or documents, jewelry, electronic devices, picture or video devices, cell phones, important documents or art (Valuables).VivaAerobus does not allow the transport of Valuables, and therefore the Passenger shall be responsible for the transport of such Valuables and therefore waives to request in the event of loss or theft, any damages from “Viva Aerobus” for this concept.
• Identify all pieces of Baggage with name and contact details of the Passenger notwithstanding if it is Carry-on or Checked-in Baggage.
• Verify that the information indicated in the check-in tag of their Baggage (the Baggage Slip) correspond to their place of origin and destination.
• Upon collecting the Checked-in Baggage, verify that the collected piece is their own, since there is the possibility that there are several similar pieces in a single Flight.
Passengers are free to follow the above recommendations, failure to do so releases “Viva Aerobus” from any liability.
“Viva Aerobus” shall not be liable for damaged or tampered Baggage, with overweight or overloaded. “Viva Aerobus” shall neither be liable if the Baggage is damaged due to normal handling such as damages in wheels, supports, straps, handles, zippers, loss of locks, external cords, among others. These damages are considered ancillary since they do not prevent the main function of the Suitcase.
The Passenger may add pieces of additional Baggage to its Booking through all Distribution Channels, up to 4 (four) hours prior to the scheduled departure, having to pay the corresponding cost. In these cases the Passenger who adds an additional piece of Baggage shall be entitled to carry the amount and weight of suitcases paid, which may be of 15 (fifteen), 20 (twenty), 25 (twenty-five) and 32 (thirty-two) kilograms, and must not exceed 158 (one hundred and fifty eight) linear centimeters each.
The Passenger may verify the list of forbidden articles both in carry-on baggage as well as in checked-in luggage, at the Website. If the Passengers carries with him/her such articles, they may be confiscated if they risk the health and physical integrity of Passengers and/or the crew, or the safety and tranquility of the Aircraft and all of its components.
“Viva Aerobus” only accepts ashes for transport, which shall be considered as Carry-on Baggage provided they are packed in a container with a lid that prevents spills. Passengers must report the ashes when checking-in and in the Boarding gate and must have a death certificate, cremation certificate, among others, if required by the sanitary authorities, airport authorities and/or “Viva Aerobus”.
“Viva Aerobus” may upon request of the Passenger transport sports items which dimensions and forms do not adjust to the regular baggage standards, prior payment of a fee for their handling. “Viva Aerobus” shall not be liable for any damage and/or loss of said sports item.
The check-in of such sports items shall be conditioned to the following:
Not to exceed the maximum weight of 32 (thirty-two) kilograms
Not to exceed the measure of 319 (three hundred and nineteen) linear centimeters per article or checked-in container.
The transport of such articles is subject to space availability. Passengers who wish to carry with them a sports item must notify “Viva Aerobus” with the proper anticipation.
“Viva Aerobus” may transport musical instruments which dimensions and forms do not adjust to the regular Baggage standards, prior payment of a fee for their handling. “Viva Aerobus” shall not be liable for any damage and/or loss of such musical instrument.
The check-in of such musical items shall be conditioned to the following:
• Not to exceed the maximum weight of 32 (thirty-two) kilograms or the measure of 319 (three hundred and nineteen) linear centimeters per article or checked-in container.
• The transport of such instruments is subject to space availability. Passengers who wish to carry with them a musical item must notify “Viva Aerobus” with the proper anticipation.
Each Passenger according to the Baggage allowance selected upon Booking shall be entitled to the following with regards to Carry-on Baggage:
VivaLight: The Passenger may transport 2 (two) pieces of Carry-on Baggage which in the aggregate do not exceed 10 (ten) kilograms with maximum dimensions of 55 cm. x 40 cm. x 25 cm. Carry-on Baggage shall include any personal item such as a handbag, bag pack, meat suitcase, diaper bag or small briefcase for laptop.
VivaBásico: The Passenger may transport 2 (two) pieces of Carry-on Baggage which in the aggregate do not exceed 10 (ten) kilograms with maximum dimensions of 55 cm. x 40 cm. x 25 cm. Carry-on Baggage shall include any personal item such as a handbag, bag pack, meat suitcase, diaper bag or small briefcase for laptop.
VivaSmart: The Passenger may transport 2 (two) pieces of Carry-on Baggage which in the aggregate do not exceed 10 (ten) kilograms with maximum dimensions of 55 cm. x 40 cm. x 25 cm. Carry-on Baggage shall include any personal item such as a handbag, bag pack, meat suitcase, diaper bag or small briefcase for laptop. VivaSmart also includes the following benefits:
• 25 kilograms of Checked-in Baggage
• VIP Pass
• Viva Express
• Unlimited Changes of Date free of charge The Passenger shall need to present his/her Carry-on Baggage at the Check-in Counters where the personnel of “Viva Aerobus” shall place a badge in the Baggage, otherwise, it could be subject to a second inspection at the final waiting lounges and/or could be a reason not to permit boarding.
For safety reasons, in “Viva Aerobus” entering the Aircraft with more than 15 (fifteen) kilograms of Carry-on Baggage and/or 115 (one hundred and fifteen) linear centimeters is not allowed. Carry-on Baggage that exceeds any of the foregoing measures must be checked-in by the Passenger and shall be subject to the corresponding payment for Check-in of Additional Baggage. Check our Website.
Passengers who have chosen the Vivalight, VivaBásico or VivaPlus modality and appear with more than 10 (ten) kilograms of Carry-on Baggage at the time of their Flight, shall have to evidence having acquired or paid an increase in weight for the Carry-on Baggage, otherwise, they shall have to make the corresponding payment to increase their Carry-on Baggage allowance up to 15 (fifteen) kilograms. Check our Website.
Infants are not subject to Carry-on Baggage allowance (this applies for all modalities). In order to carry an additional handbag to transport the Infant’s items, “Viva Aerobus” recommends acquiring your “Baby Package” service.
All Passengers shall be entitled to transport a suitcase of up to 25 (twenty-five) kilograms, that does not exceed 158 (one hundred and fifty eight) linear centimeters, free of charge, applying for this case the standard VivaPlus rate for all of our Passengers.
Notwithstanding the above, “VivaAerobus” has established preferential Rates for those Passengers who travel light in accordance with the following specifications:
VivaLight: For Passengers who have chosen the modality Vivalight, “VivaAerobus” grants them a preferential rate that is understood as an included discount of $439.00 MxCy (four hundred and thirty nine pesos 00/100 MxCy.) on the VivaPlus rate, the foregoing insofar as they waive their right to transport Checked-in Baggage.
Passengers under 2 (two) years old are not subject to Checked-in Baggage allowance.
Whenever the Passenger decides to make during check-in a reordering and/or transfer of articles from one suitcase to another, he/she must abandon his/her place in line so as not to obstruct the attention of the other Passengers and must take a new place, in order to comply with the pertinent inspections and to speed-up the check-in process at the counters.
“VivaAerobus” does not accept valuables in the Checked-in Baggage, therefore “VivaAerobus” shall not be liable for the loss and/or damage of such Valuables.
“Viva Aerobus” does not admit Valuables in the Checked-in Baggage, and thus “VivaAerobus” shall not be responsible for articles of this nature contained in the Checked-in Baggage. Therefore, it shall be each Passenger’s decision to transport valuables or not inside their Checked-in Baggage.
“Viva Aerobus” shall be liable for the destruction, damage or loss of the Carry-on Baggage whilst the Passenger is onboard the Aircraft and until he/she leaves the same, if and only if such proven destruction, damage or loss is caused by acts or omissions caused directly by “VivaAerobus” and its personnel.
With regards to the Checked-in Baggage, “VivaAerobus” shall be liable for any destruction, damage or loss whilst the Baggage is checked-in, and until the Passenger collects it in the baggage carrousel or conveyor at the Airport of destination.
In those cases where there is any loss and/or damage to the Baggage, “Viva Aerobus” shall comply with the provisions of the Civil Aviation Act (Ley de Aviación Civil) and its Regulations.
If the Baggage of the Passenger has suffered any destruction, loss or damage in accordance with the above section, the Passenger must fill out the Baggage Loss or Damage Form, which shall be provided by “VivaAerobus” at its Check-in Counters, otherwise, the Passenger shall forfeit any right derived from the destruction, loss or damage of the Baggage.
“Viva Aerobus” shall not attend to those claims in matters of Baggage that are not made using the Baggage Loss or Damage Form.
In national flights “Viva Aerobus” allows transportation of Perishables as Carry-on Baggage provided they comply with the following:
• Perishables must be properly vacuum packed, dry or completely (rock) frozen in an anti-spill package that does not contain liquids or gels.
• Package must avoid spills and spreading of smells.
• Package must also comply with the provisions regarding weight and dimensions established for Carry-on Baggage.
• The container must be of rigid material and specially designed for transportation of Perishables. See 9.7 Carry-on Baggage.
• Unicel ice boxes are not allowed.
• In case of products presented as liquid, gels and/or aerosols they must comply with the provision sin Appendix C of the Mandatory Directive (Circular Obligatoria) CO SA-17.2/10. When the Perishable is transported with dry ice (carbon dioxide CO2 in solid state), the conditions described for transportation of the aforesaid articles shall apply and it is only allowed in national flights, and in no event shall it be allowed in international flights.
• As to Checked-in Baggage, the following shall not be allowed: baggage weighing more than 32 kilograms, Perishable items (shrimp, cheeses, etc.), valuables (money, jewelry, negotiable instruments), fragile (unicel ice boxes) and in international flights those specified as forbidden by the country of the airport of origin/destination.
Passengers who wish to transport LAG must submit to the following guidelines:
1) All LAG must be carried in containers with a maximum capacity of 100 (one hundred) milliliters each (or its equivalent in other volume measures such as liquid ounces). When the reference of this article is in mass units 100 (one hundred) grams shall be deemed equivalent to 100 (one hundred) milliliters (or its equivalent in other mass units).
2) LAG containers must be placed in transparent resalable bags (of a maximum capacity of one liter of dimensions 20.5x20.5cm or 25x15 cm or its equivalent). Containers must be placed without difficulty in said bag.
3) No LAG containers of more than 100 (one hundred) milliliters shall be accepted, even when partially full. No empty containers of any kind are allowed.
5) Each Passenger may only carry one bag of this type and must present it separately for inspection.
All articles considered as LAG that do not comply with these guidelines and/or the guidelines of the Airport of origin and/or destination shall be collected at the inspection points of each Airport prior to the Flight’s departure.
An exception will be made with those Passengers with medical or special dietary needs (such as food for babies), provided the Passenger proves they are essential for medical purposes or satisfy the special and essential dietary needs, that is, that the health of the Passenger may be threatened without them. For such purpose, the Passenger must submit a proof of authenticity (confirm the name on the medication label with a medical prescription). In case of food for babies onboard the Aircraft, it is not necessary to place these products inside a plastic bag.
“Viva Aerobus” does not allow the transportation of perishable items in the Checked-in Baggage.
Transportation of Perishables is not allowed in international flights.
Passengers are responsible for the Perishables they bring with them in their Carry-on Baggage such as for any damage or loss and/or any situation that is generating regarding the same that affects “Viva Aerobus” and/or any other Passenger, releasing “Viva Aerobus” from any liability in such regard.
“Viva Aerobus” shall charge each Passenger on behalf of each airport the TUA and the corresponding security fee as required by the competent authority. The Passenger shall pay “Viva Aerobus” both charges in addition to the Rate for the air transportation service.
Fees, taxes and charges refer to the collection made by “Viva Aerobus” from the Passenger in addition to the Rate, including but not limited to government charges, insurance premiums, security fees and any other charges requested by the Passenger for Complementary Services provided by “Viva Aerobus” or it’s contracted third parties.
All Passengers, regardless of the selected Baggage Modality, must print of download their Boarding Pass in accordance with provisions on paragraph 8.1 of these Terms and Conditions. Passengers traveling in a VivaLight or VivaBasic Baggage modality that do not present at check-in counters with a digital or physical Boarding Pass will be subject to a fee for Printing the Boarding Pass, in accordance with the published rates in www.vivaaerobus.com/en/flying-with-viva/fees-and-charges.
All transactions referred to herein, including but not limited to the purchase and sale of tickets for the air transportation service, products and other services offered by “Viva Aerobus” or it’s contracted third parties are subject to the applicable taxes in accordance with the Federal Tax Code and other applicable laws in tax matters within the Mexican Republic.
It is important that the Passenger pays attention to the announcements made by the traffic personnel at the Airport. The order to board will depend on the facilities of each Airport, and may be different one from the other. The Passenger must maintain order during the entire boarding process.
A Boarding Group shall be assigned depending on the seat selected by the Passenger, which may be any of the following: VIP Group, S Group, Group 1, Group 2, Group 3, Group 4 (Boarding Group). Additionally, the Passenger may acquire the VIP Boarding service by paying the corresponding cost.
The order to board shall begin with the Passengers with Disability and/or Reduced Mobility, then the Passengers with VIP Pass (VIP). The order of the Groups S, Group 1, Group 2, Group 3 and Group 4 may vary depending on each airport’s facilities. “Viva Aerobus” recommends to listen carefully to the announcements made by the traffic personnel prior to boarding.
Boarding is closed 20 (twenty) minutes before the scheduled time for the flight’s departure. Passengers who arrive at the boarding gate after such time may not board and will lose their flight without any liability for “Viva Aerobus”. “Viva Aerobus” shall not be responsible if the Passengers lose their right to board for not having arrived with sufficient anticipation.
Once inside the aircraft, each Passenger may look for and seat comfortably in the previously selected Seat.
Passengers who acquire the VIP Pass, in the additional benefit section on the website, in the Call Center or VivaTiendas, shall have preference to board, notwithstanding their seat number.
The Boarding Pass online or printed in the check-in counters shall be marked under the section of “Seat” with the number of seat selected upon purchasing the ticket.
Important Note: Passengers who purchased the ticket through IAMSA or any other OTA (External Agency) may not select the Seat upon purchasing, but must enter the section My Flight on our website to choose the Seat that most satisfies their needs.
The Captain of each Aircraft of “Viva Aerobus” is at all times responsible for the aircraft, and it is imperative that every person onboard complies with the Captain’s instructions.
All Captains of “Viva Aerobus” may impose physical restrictions, at their sole discretion, on those Passengers who do not have an adequate behavior or cause trouble during the flight, including but not limited to disembarking the Passenger from the aircraft or delivering the Passenger to the security personnel and ground officers without any liability for “Viva Aerobus” and/or the Captain.
Passengers who due to their inappropriate behavior cause any damage and/or harm to “Viva Aerobus”, against himself/herself or any of the other Passengers, shall be liable for the damages and shall indemnify “Viva Aerobus” for any expense, cost, disbursement incurred by “Viva Aerobus” derived from their acts, including those resulting from lawsuits or claims against “Viva Aerobus”.
“Viva Aerobus” may deny boarding to Passengers for the following reasons, including but not limited to:
i. To Passengers and/or their baggage, when pursuant to the applicable standards it is determined that they pose a risk or danger, or else, that the transportation of such people, baggage and/or belongings is forbidden by the applicable legal provisions or restrictions.
ii. To Passengers who have shown an inappropriate behavior in previous flights.
iii. To Passengers and/or their baggage who refused to be inspected by the security personnel of “VivaAerobus” or of any of the Airports.
iv. To Passengers who have not paid each and all of the rates and/or applicable fees, including those credits granted by “Viva Aerobus”.
v. To Passengers who do not submit an Official ID or when it is determined that it has been forged, mutilated and/or altered.
vi. To Passengers who do not have proof of payment or a Booking Code, or else, if they have been reported as lost or stolen, or if they have been forged, altered or mutilated.
vii. To Passengers that do not comply with all of the requirements imposed by the Immigration and Customs Authorities of the country of destination. Such requirements include but are not limited to:
a. Valid Passport (notwithstanding the nationality)
b. Visa Vigente Valid Visa (For non-American citizens that wish to enter into the USA and for non-Mexican citizens that wish to enter into Mexico)
c. Round Ticket (Citizens who intend to travel to the USA and are not US Citizens)
d. US domicile (citizens who intend to travel to the US and are not US citizens)
Passengers are responsible for having the documentation required by the country of destination, releasing “Viva Aerobus” from any liability derived from the lack thereof.
“Viva Aerobus” withholds the right to refuse boarding to any person who may imply an actual or potential security risk to the Aircraft and/or the other Passengers, such as:
• Convicts
• People in a drunken state
• People under the effect of psychotropic (except in the case of medication prior submission of the medical prescription and prior notification to the personnel of “Viva Aerobus” when checking-in)
• People sought by national or international authorities
In these cases, “Viva Aerobus” shall notify the Passenger in question of the decision to exercise its rights to refuse boarding and the grounds for such refusal and it shall then issue the corresponding report stating the situation and the reasons for which it reserves the right to refuse boarding, as well as the measures, if applicable, it shall employ not to affect the rights of the passenger, in accordance with the following.
The measures to be employed in order to safeguard the rights of the passenger may consist in issuing a travel certificate or, if applicable, at the discretion of “Viva Aerobus”, to make the corresponding reimbursement to the passenger prior analysis of the specific fact.
In the case of people under the effect of any psychotropic substance, alcohol or any other substance that alters the passenger’s behavior (except in the case of medication prior submission of the medical prescription and prior notice to the personnel of “Viva Aerobus” when checking-in), “Viva Aerobus” shall not be liable to perform any type of reimbursement of the rates and amounts paid, since it presumes that the passenger is the sole responsible for his/her physical and psychological condition upon boarding the flight.
In the case of people sought by national or international authorities, the respective authorities shall be notified or, if applicable, his/her consignment to the corresponding authorities shall be made.
These types of security measures in no event shall be understood with the purpose of nullifying or impairing the rights and freedoms or equality of people or to affect their dignity and are only intended to safeguard the rest of the passengers, to guarantee a peaceful and uneventful flight.
“Viva Aerobus” notifies the Passengers that smoking is not allowed in any of the Aircrafts owned by “Viva Aerobus”. Passengers who are caught smoking inside the Aircraft shall be subject to the applicable sanctions and penalties established by the laws in force.
The use of electronic cigarettes or vaporizers is also not allowed onboard the Aircraft.
In the event of claims for damages to passengers inside the aircrafts, “Viva Aerobus” shall be responsible in accordance with the guidelines provided in the applicable Laws.
“Viva Aerobus” is excluded from any liability in the following cases:
• Damages suffered by the passengers due to their own fault or negligence
• For defects of the baggage, hidden defects or inappropriate containers
• When the baggage is harmed due to its own nature or its content
• When the baggage is delivered on time
• When the transported goods were damaged since the beginning by the passenger
• When the passengers statement is false or when he/she lies about the valuables, amount and/or quality of the goods contained in his/her baggage
| FORBIDDEN ARTICLES OR SUBSTANCES OR NOT SUBJECT TO TRANSPORTATION | DESCRIPTION |
|---|---|
| Any object with the capacity or apparent possibility of causing a wound through the discharge of a projectile | All types of fire arms (guns, rifles, revolvers, shotguns, etc.). Replicas or imitations of fire arms, components and/or fire arms, components and/or parts of fire arms (including telescopic aim), air guns, rifles and dart guns. Guns used for aid signals and starters, toy guns of all kinds*, Gotcha guns, guns and staplers, industrial, crossbows, catapults, harpoons and throw guns, or any weapon that constitutes a risk to the physical integrity of a human being or animal, electroshock devices, laser guns, lighters with the form of a gun. |
| Sharp or puncturing objects capable of causing a wound | Including arrows and darts, steel staplers or steel picks, steel plaques with picks used for alpinism, harpoons, lances, ice axes, ice picks, ice skates, any type of knife or blade without limitation, sables, swords, covered weapons, scalpels, scissors with blades of any size, skies and sky poles and mountain walk sticks, metal puncturing stars. Tools that may be used as sharp or pointy weapons, such as drills, pieces or loose parts of drills and/or screwdrivers, all types of saws, screwdrivers, clippers, levers, hammers, pincers, adjustable wrenches, welding devices, harpoons, submarine weapons, arches, bayonets, arrows, similar objects. |
| *Electronic Devices | Electronic hand tools that uses gases to cut/weld (drills, portable saws, welding guns, hammers, screwdrivers, hammers, clamps)
High intensity lamps with bulbs and batteries. Their components (batteries, coils) must be separated and identified with labels. Tongs, hair irons and curlers. |
| Explosives | Munitions, detonators and fuses, explosive artifacts as well as replicas and imitations thereof, mines, bombs, including “party-poopers” (party cartridges) and “toycaps” (chinanpinas) |
| Chemical and/or toxic substances | Acids and alkaline, liquid batteries, corrosive substances and/or bleachers, for example, mercury, chloride, radioactive material, commercial or medical isotopes, biological and/or infectious material, poison, contaminated blood, virus, bacteria, radioactive material, susceptible of instantaneous combustion, extinguishers. |
| Gas and any type of gas container | Butane, propane, acetylene, oxygen in large amounts |
| Flammable liquids | Including methanol, oil, gasoline, diesel, alcohol, ethanol, aerosol paint, paint thinner, alcoholic beverages exceeding 70 degrees of alcohol volume |
| Oxides and organic peroxides | Including treatments for repair of car paint. |
| Stretchers | “Viva Aerobus” does not accept stretchers for transportation to any flight |
| Electronic cigarettes | The use of electronic cigarettes is forbidden in all areas of the Viva Aerobus aircrafts |
| Use of cell phones | Cell phones, personal electronic devices with wireless connection may only be carried in the hand pockets and have to be turned off when the plane signals or crew instruct it. |
* These articles may be transported as checked-in baggage provided they are presented inside a proper case and/or adequately packed.
** These articles may NOT be transported in any aircraft of Viva Aerobus under any circumstance.
*** Ground connections authorized by “Viva Aerobus”.
Passengers who have purchased ground transportation services, which may be taxi service (collective or private), city-airport-city “Shuttle” (Vivabus) and/or ground transportation by bus between cities; must deliver the proof (ticket) of purchase and payment of the service that is delivered with the purchase in order to board the units.
The Vivabus Shuttle tickets are only valid for the date, origin and destination indicated in the ticket, and therefore no changes or return requests are accepted for the cases they have been paid but not enforced by the purchaser pursuant to the specifications of each ticket. The Vivabus service operates with established schedules and routes and is performed in units specifically appointed for such service. The user of the Vivabus service must arrive with sufficient time in advance to board on time the units providing the service. Departures of certain points of the city towards the airports are made with two hours and thirty minutes (2:30) in advance to the scheduled flight’s departure of “Viva Aerobus”. Departures of the Vivabus operated from the airport are performed once the arrival process of the flights of “Viva Aerobus” has concluded and once all contracting users of the services of Vivabus, who have declared the purchase of the ticket with the corresponding proof, have boarded the unit destined for such purpose. The Vivabus Shuttle service is offered as an independent service from the air transport routes operated by “Viva Aerobus”, to the passengers and only applies for pre-established routes. Service or occupation is subject to availability, without any liability for “Viva Aerobus” or the company providing the Vivabus service.
Bus tickets between 2 different cities are only for the dates, times, origins and destinations indicated therein and the services shall be operated by the corresponding company, which company is shown at the back of the ticket and is independent from “Viva Aerobus”. The Passenger must show up 35 minutes before his/her departure to check-in baggage and 20 minutes prior at the departure point, waiting lounge and/or corresponding platform to board the unit. The 50% saving in the cost of the bus ticket is valid only and exclusively for passengers of “Viva Aerobus” who show their valid boarding pass of their flight no more than 24 hours prior to the scheduled time for the flight or, if the case may be, twenty-four hours after the arrival time thereof, after the flight has occurred and only applies for the routes and/or pre-established companies (to verify participant companies and details, check the following webpage https://www.vivaaerobus.com/mx/promociones/viaja-ahorrando ). The service or occupation is subject to availability without any liability for the ground transportation service company and/or “Viva Aerobus”. These services are subject to the Terms and Conditions of the ticket issued by the service company, which may be consulted at any of its ticket offices.
Taxi services offered through “Viva Aerobus” are subject to availability, are provided by external companies to “Viva Aerobus” and are subject to the terms and conditions issued by the service company. In order to use the taxi service, it is necessary to have acquired the service in advance through the “Viva Aerobus” sales channels. Once the service has been acquired, a representative of the taxi service company shall be waiting at the time of arrival of the “Viva Aerobus” flight to transport the passengers with a paid ticket to their final destination. The proof of payment is the ticket issued upon covering the amount. Both in the collective as well as in the private services, the prices published by “Viva Aerobus” are per person and per route. “Viva Aerobus” shall not be liable for the denial of transportation by the service company if the passenger has not paid the corresponding fee per person and per requested route. In order to book the route City-Airport, once paid, the user of the service must call the phone number provided by the taxi service company to book with at least 24 (twenty-four) hours in advance to the time of the required service.
The VivaContesta Guaranty consists in providing an answer to our clients within 72 (seventy two) business hours, through any of our official digital channels, either Facebook, Twitter or the Client Service Portal. For more information on the terms and conditions thereof visit the following link https://www.vivaaerobus.com/mx/volar-con-viva/garantia-viva-contesta
If a Passenger finds published on the website of another airline, a flight at a lower price than the one published on our Website, under this Price Guaranty “Viva Aerobus” will grant the Passenger a Flight Certificate equal to the total amount actually paid by the Passenger for the Base Rate, without including taxes, charges and/or Additional Services. For more information on the terms and conditions thereof visit the following link https://www.vivaaerobus.com/mx/volar-con-viva/garantia-viva
These Terms and Conditions and any service or product provided by “Viva Aerobus” shall be governed by the provisions of the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) and by the laws of the Mexican Republic.
Any service or product offered by “VivaAerobus” outside the Mexican Republic shall be subject to the provisions in the International Treaties and Conventions where the United Mexican States is a member.
Any dispute or controversy regarding these Terms and Conditions and/or the products or services provided by “Viva Aerobus” shall be subject to the interpretation and enforcement by the Courts of Mexico City, Federal District, waiving the Passengers any other forum to which they may be entitled by virtue of their present or future domiciles.
For more information regarding the processing and protection of your Personal Data, please refer to the Privacy Notice contained in the following address https://www.vivaaerobus.com/upload/en/legales/aviso-de-privacidad-integral.pdf
“Viva Aerobus” expressly maintains the right to change, amend or modify, at any time and without prior notice, these Terms and Conditions and/or the content of the Website, as well as the check-in procedures and/or forms required to use or purchase the air transportation services offered by “Viva Aerobus”.
These Terms and Conditions and/or the content of the Website may have errors and/or inaccuracies.
“Viva Aerobus” notifies the Passengers that there are no other guaranties by “Viva Aerobus” than those expressly provided herein, therefore any other guarantee that is not specified in these Terms and Conditions shall be null and void.
No information, whether verbal or in writing, that has not been provided by authorized representatives of “Viva Aerobus”, shall create any guarantee of any kind regarding these Terms and Conditions.
1. Procedimiento para obtención de compensaciones y/o indemnizaciones:
A) Compensación: Todas las compensaciones que Viva Aerobus emita, serán entregadas de forma electrónica e inmediata mediante la clave de confirmación de vuelo del pasajero, mismas que podrá verificar a través de nuestro sitio en Internet www.vivaaerobus.com en la sección Mi Vuelo. Para esto, será necesario ingresar con la clave de confirmación y, dentro de la misma, estarán especificadas las compensaciones con el número de folio correspondiente. Para hacerlas válidas, el pasajero deberá comunicarse a nuestro Centro de Contacto con su número de folio a la mano.
Condiciones de uso: Válido durante 3 (tres) meses a partir de la fecha de emisión. No válido para viajar del 17 al 20 de noviembre 2017, del 15 de diciembre 2017 al 08 de enero de 2018, del 02 al 05 de febrero 2018, del 16 al 19 de marzo de 2018, del 23 de marzo al 08 de abril 2018, del 27 de abril al 01 de mayo 2018, del 22 de junio al 19 de agosto 2018, del 16 al 19 de noviembre 2018 y del 14 al 31 de diciembre 2018. Al comprar utilizando dicho certificado electrónico, la fecha de la vuelo debe de ser mínimo 30 días posteriores a la fecha de reservación.
B) Indemnización: Cualquier indemnización deberá ser tramitada a través de nuestro Centro de Contacto; ésta será realizada como reembolso mediante una transferencia electrónica, misma que será confirmada dentro de los primeros 10 (diez) días naturales posteriores al inicio del trámite. Para que este proceso se lleve a cabo de manera adecuada, es necesario que el pasajero afectado nos informe correctamente los datos bancarios, correo electrónico y un teléfono de contacto, de lo contrario, la aerolínea no podrá cumplir con los tiempos establecidos para la entrega de la indemnización.
• En caso de existir una cancelación de vuelo por responsabilidad de la aerolínea, el pasajero podrá elegir una de las siguientes alternativas:
a) Devolución del precio del boleto o la proporción que corresponda a la parte no realizada del viaje, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
b) Transporte sustituto en el primer vuelo disponible, mismo que será ofrecido a través de todos los medios al alcance de la aerolínea, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
c) Transporte en fecha posterior que convenga al pasajero hacia su mismo destino, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
• En caso de existir una demora igual o mayor a 4 (cuatro) horas, el pasajero será compensado con lo correspondiente a una demora de entre 1 (una) y 4 (cuatro) horas (descritas en los apartados 2 y 3 del presente documento), además accederá a las opciones abajo mencionadas y, en el caso, a la indemnización aplicable a cancelación del vuelo:
a) Devolución del precio del boleto o la proporción que corresponda a la parte no realizada del viaje, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
b) Transporte sustituto en el primer vuelo disponible, mismo que será ofrecido a través de todos los medios al alcance de la aerolínea, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
c) Transporte en fecha posterior que convenga al pasajero hacia su mismo destino, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
• En caso de existir una sobreventa, el pasajero será compensado, en caso de aplicar, con lo correspondiente a lo descrito en los apartados 2, 3 y 4 del presente documento, así como con un boleto de cortesía equivalente a un vuelo redondo en cualquier ruta nacional operada por Viva Aerobus del cual el pasajero deberá pagar únicamente los impuestos correspondientes, asimismo podrá elegir una de las siguientes opciones:
a) Transporte sustituto en el primer vuelo disponible, mismo que será ofrecido a través de todos los medios al alcance de la aerolínea.
b) Transporte en fecha posterior que convenga al pasajero hacia su mismo destino.
Si el pasajero no aceptara estas compensaciones, se le ofrecerá la devolución del precio del boleto o la proporción que corresponda a la parte no realizada del viaje, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
Condiciones de uso del boleto de cortesía: Válido durante 3 (tres) meses a partir de la fecha de emisión. No válido para viajar del 17 al 20 de noviembre 2017, del 15 de diciembre 2017 al 08 de enero de 2018, del 02 al 05 de febrero 2018, del 16 al 19 de marzo de 2018, del 23 de marzo al 08 de abril 2018, del 27 de abril al 01 de mayo 2018, del 22 de junio al 19 de agosto 2018, del 16 al 19 de noviembre 2018 y del 14 al 31 de diciembre 2018.
• En caso de que el pasajero decida no efectuar el viaje, podrá solicitar la devolución de su boleto, siempre y cuando informe a Viva Aerobus a través de su Centro de Contacto en un lapso no mayor de veinticuatro horas contadas a partir de la hora de la compra del boleto.
2. Descuentos que se otorgarán a los pasajeros y términos y condiciones de otorgamiento:
En caso de que se presentara una demora igual o mayor a 2 (dos) hora e inferior a 4 (cuatro) horas, y esta sea imputable a la aerolínea, Viva Aerobus otorgará un certificado electrónico por el monto equivalente al 8% de lo pagado por concepto de tarifa base e impuestos del segmento afectado para la compra de un vuelo próximo en el mismo segmento. Dicho descuento podrá ser canjeado a través del sitio en Internet www.vivaaerobus.com en la sección Mi Vuelo ingresando la clave de confirmación y tendrá una vigencia de 90 (noventa) días naturales posteriores a la emisión del mismo.
En caso de que la demora sea mayor a 4 (cuatro) horas, el pasajero será compensado conforme a lo anterior y además accederá a las opciones y, en el caso, a la indemnización aplicable a cancelación del vuelo:
a) Devolución del precio del boleto o la proporción que corresponda a la parte no realizada del viaje, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
b) Transporte sustituto en el primer vuelo disponible, mismo que será ofrecido a través de todos los medios al alcance de la aerolínea, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
c) Transporte en fecha posterior que convenga al pasajero hacia su mismo destino, más una indemnización equivalente al 25% del precio del boleto o de la proporción que corresponda a la parte no realizada del viaje.
Condiciones de uso: Válido durante 3 (tres) meses a partir de la fecha de emisión.
No válido para viajar del 17 al 20 de noviembre 2017, del 15 de diciembre 2017 al 08 de enero de 2018, del 02 al 05 de febrero 2018, del 16 al 19 de marzo de 2018, del 23 de marzo al 08 de abril 2018, del 27 de abril al 01 de mayo 2018, del 22 de junio al 19 de agosto 2018, del 16 al 19 de noviembre 2018 y del 14 al 31 de diciembre 2018. Al comprar utilizando dicho certificado electrónico, la fecha de la vuelo debe de ser mínimo 30 días posteriores a la fecha de reservación.
• En caso de que el pasajero lo requiera, se otorgará acceso para realizar llamadas telefónicas, así como acceso a Internet además de alimentos y bebidas de conformidad con el tiempo de espera, alojamiento en hotel en caso de pernocta y transporte terrestre desde y hacia el aeropuerto cuando sea necesaria.
3. Alimentos y Bebidas:
En caso de existir alguna demora o cancelación imputable a Viva Aerobus, los pasajeros afectados tendrán derecho a recibir por parte de la aerolínea 1 (un) cupón canjeable por alimentos y bebidas dentro del aeropuerto donde se presente la afectación, deberán ser proporcionados de acuerdo al tipo de alimento correspondiente al horario de la afectación (desayuno, comida o cena) y dependiendo el tiempo de ésta, los montos de consumo serán determinados de acuerdo a los siguientes escenarios:
1. Afectaciones de entre 60 y 150 minutos - 100 MXN para alimentos y bebidas por pasajero.
2. Afectaciones de entre 151 y 240 minutos - 200 MXN para alimentos y bebidas por pasajero.
3. Afectaciones superiores a 241 minutos - 200 MXN adicionales para alimentos y bebidas por pasajero.
• Si se hubiera compensado de acuerdo al escenario 1, no se emitirá una segunda compensación en caso de que la demora se extienda a lo establecido en el escenario 2.
• En caso de que el pasajero lo requiera, se otorgará acceso para realizar llamadas telefónicas, así como acceso a Internet.
4. Hospedaje:
Viva Aerobus otorgará hospedaje a aquellos pasajeros que sean afectados por demoras o cancelaciones imputables a la aerolínea y genere la necesidad de pernoctar. En caso de que su lugar de residencia sea en la ciudad o área metropolitana donde se encuentre ubicado el aeropuerto donde se presente la afectación, Viva Aerobus pondrá a disposición de los pasajeros el servicio de transportación terrestre aeropuerto-casa-aeropuerto.
Viva Aerobus garantizará, en la medida de lo posible, que los establecimientos utilizados para hospedar a los pasajeros correspondan a hoteles cercanos al aeropuerto, siempre sujeto a disponibilidad de los mismos, en caso de que el hotel se encontrara fuera de las inmediaciones del aeropuerto, se proporcionará el servicio de transportación terrestre aeropuerto-hotel-aeropuerto.
Asimismo, la aerolínea proporcionará alimentos según apliquen durante su hospedaje (desayuno, comida o cena), considerando 3 comidas máximo por día con un monto máximo por comida de 200 MXN por pasajero.
• En caso de que el pasajero lo requiera, se otorgará acceso para realizar llamadas telefónicas, así como acceso a Internet.
Precios y Tarifas: El Pasajero tiene derecho a que el precio que observe del boleto incluya todos los conceptos base, incluyendo impuestos. Los cargos de productos y/o servicios podrán variar por ruta y el detalle del precio lo podrá ver o solicitar durante el proceso de reservación. El precio publicado no incluirá Servicios Adicionales.
Información y Publicidad: El Pasajero tiene derecho a que toda la información y publicidad de los servicios brindados por Viva Aerobus sea exacta, veraz, comprobable y clara sin inducir al error o a la confusión. Dicha publicidad la podrá encontrar, en todo momento, en nuestro Sitio en Internet, en nuestras redes sociales, o, si así lo desea podrá comunicarse vía telefónica a nuestro Call Center y/o podrá acudir de manera personal a nuestras Viva Tiendas y/o Puntos de venta.
Discapacidad: Los Pasajeros con discapacidad tendrán derecho a transportar instrumentos inherentes a su condición sin cargo adicional, siempre y cuando no se comprometa la seguridad de la aeronave, ni de los demás pasajeros, además dichos instrumentos deberán cumplir con las normas de seguridad y con los Términos y Condiciones de Viva Aerobus.
Infante (toda persona menor de 2 años a la fecha del Vuelo programado). Viva Aerobus permite que un Pasajero mayor de edad pueda transportar a un Infante sin costo adicional, pero sin derecho a Asiento ni franquicia de Equipaje. No obstante lo anterior, el Pasajero podrá transportar una carriola como parte de su Equipaje Documentado y se expedirá un Boleto y Pase de Abordar al Infante.
Cambios de itinerario. Viva Aerobus deberá informar al Pasajero vía correo electrónico cualquier cambio en su Reservación, incluyendo cambios de fecha y horario, con al menos 24 horas de anticipación a la salida programada del Vuelo. En aquellos casos en los que dichos cambios ocurran dentro de un plazo menor al aquí señalado, Viva Aerobus avisará de dicho cambio a la brevedad posible.
Conexión: Viva Aerobus no efectúa vuelos de conexión de Pasajeros y/o Equipaje. En vuelos redondos los Pasajeros podrán hacer uso de cualquiera de los vuelos contratados en su Reservación, sin importar que no haya utilizado uno de ellos.
Aterrizaje en lugar distinto: Si, por causa de fuerza mayor o caso fortuito se aterriza en lugar distinto al destino originalmente contratado, el Pasajero tendrá derecho a ser trasladado en el medio de transporte más rápido disponible al lugar de destino original.
Devolución del costo del Boleto: El Pasajero tiene derecho a cancelar sin cargo alguno su Reservación, siempre y cuando lo solicite dentro de las 24 horas siguientes a la compra de su Reservación y con al menos 7 (siete) días previos a la fecha de vuelo.
Equipaje: Nuestros Pasajeros tienen derecho a transportar 25 kilogramos de Equipaje Documentado sin costo, y hasta dos piezas que no excedan en conjunto 10 kilogramos como Equipaje de Mano en vuelos nacionales e internacionales. No obstante, los Pasajeros que decidan viajar sin Equipaje Documentado, podrán solicitar le sean aplicadas las tarifas preferenciales que tenga disponibles Viva Aerobus para tal efecto. Aquellos Pasajeros que se presenten con una maleta con un peso superior al contratado (ya sea de 25kg o el peso contratado según la modalidad preferencial elegida), éstos se harán acreedores al pago de una penalización por exceso de peso en Equipaje, la cual se encuentra publicada en la página https://www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.En caso de llevar Equipaje Documentado, el pasajero tiene derecho a recibir un comprobante por cada pieza de Equipaje Documentado.
Pago de Indemnizaciones. El pago de las Indemnizaciones a las que se refiere la Política de Compensación de Viva Aerobus, se realizarán dentro de los 10 días naturales siguientes a aquel en el que el Pasajero hizo su reclamación, excepto aquellas Indemnizaciones derivadas de alimentos y hospedaje, las cuales serán proporcionadas de conformidad con lo establecido en las Políticas de Compensación.
Términos y Condiciones. Los Términos y Condiciones que rigen el servicio entre el Pasajero y Viva Aerobus se encontrarán al alcance de todos nuestros Pasajeros a través de nuestro Sitio en Internet https://www.vivaaerobus.com/mx/info/terminos-y-condiciones, así como en nuestros Canales de Venta, en los Módulos de Atención y en los Aeropuertos donde Viva Aerobus presta sus Servicios.El Pasajero tiene la obligación de leer, conocer y observar los Términos y Condiciones del Servicio.
Módulos de atención: Viva Aerobus cuenta con módulos de atención en todos los Aeropuertos en los que opera, para atención y beneficio de nuestros Pasajeros.
Animales domésticos: Viva Aerobus podrá transportar a las mascotas de sus Pasajeros siempre y cuando se cumplan con las condiciones establecidas en nuestros Términos y Condiciones.
Equipaje Dañado: Aquellos Pasajeros que sufran la destrucción o avería de su Equipaje de Mano tendrán derecho a una Indemnización equivalente a 80 Unidades de Medida de Actualización (UMA´s) y por pérdida o avería de Equipaje Documentado a una Indemnización de 150 UMA’s.
Viva Aerobus no será responsable de los daños que se ocasionen por saqueos o robo de objetos de valor en su Equipaje Documentado o por i) vicios propios de los bienes o productos, o por embalajes inadecuados; ii) cuando el Equipaje por su propia naturaleza sufra deterioro o daño total o parcial, siempre que se haya cumplido con el tiempo de entrega y; iii) cuando los bienes se transporten en vehículos no idóneos.
El Pasajero podrá contratar un seguro adicional para proteger su Equipaje Documentado, dicho seguro será operado por una institución de seguros debidamente acreditada y regulada según la legislación aplicable, por lo que dicha institución de seguros será la única responsable sobre cualquier controversia relacionada con dicho seguro.
Retraso y demora: En caso de retraso imputable a Viva Aerobus nuestros Pasajeros tendrán derecho a ser Indemnizados de conformidad con nuestra Política de Compensación y cuyo resumen de las condiciones más relevantes se encuentra en la tabla que se agrega más adelante.
Cancelación: En cancelaciones de Vuelo por parte de Viva Aerobus, nuestros Pasajeros podrán optar por las indemnizaciones establecidas en la LAC y/o en la Política de Compensación de Viva Aerobus y cuyo resumen de las condiciones más relevantes se encuentra en la tabla que se agrega más adelante.
Sobreventa: En caso de denegación de embarque por haberse excedido la capacidad de la aeronave, Viva Aerobus solicitará voluntarios que renuncien al embarque, siendo preferentes a abordar personas con discapacidad, adultos mayores, menores no acompañados y mujeres embarazadas. En caso de que un Pasajero renuncie al embarque, tendrá derecho a la Indemnización que se establezca en las Políticas de Compensación y cuyo resumen de las condiciones más relevantes se encuentra en la tabla que se agrega más adelante.
A continuación se señala el resumen de compensaciones más relevantes que de acuerdo con la LAC corresponden a sus Pasajeros, para revisar las compensaciones completas, consulta la Política de Compensación vigente. “Viva Aerobus” puede otorgar indemnizaciones incluso superiores a las establecidas en dicha Leyde acuerdo con sus Términos y Condiciones y Política de Compensación vigentes.
| CONCEPTO | COMPENSACIÓN |
|---|---|
Demoras superiores a 1hr e inferiores a 2hr por causas imputables a Viva Aerobus |
Un refrigerio y una bebida |
Demoras superiores a 2hr e inferiores a 4hr por causas imputables a Viva Aerobus |
Compensación del 7.5% del precio del Boleto |
Demoras superiores a 4hr por causas imputables a Viva Aerobus Cancelación de vuelo por causas imputables a Viva Aerobus Afectaciones por sobreventa de boletos |
Acceso a llamadas telefónicas y correo electrónico, así como alguna de las siguientes opciones:
a. Reintegrar el 100% del precio del tramo afectado del Boleto, más una compensación del 25% de ese
precio, o
|
En caso de requerir mayor información, consulta:
• Nuestro Sitio en Internet: www.vivaaerobus.com
• El Centro de Atención Telefónica, llamando a: Monterrey (81) 82.150.150
• VivaTiendas: en Aeropuerto resulta excelente para compras de último minuto y otros puntos de venta.
Aeroenlaces Nacionales S.A. de C.V. (“Viva Aerobus”) has developed the following contingency plan for tarmac delays in accordance to the Federal Register Vol. 76, No. 79 part IV issued Monday, April 25, 2011 / Rules and Regulations, Title 14 Section § 259.4 Contingency Plan for Lengthy Tarmac Delays (the “Plan”). This Plan only applies to every Viva Aerobus flight that departs from or arrives at a United States of America airports (“US Airports”), being USA the only country where this rules and regulation will be valid.
Viva Aerobus is a Mexican Airline, therefore it will be considered as International Foreign Carrier and will comply with the rules and regulations delimited to this fact.
1. Viva Aerobus will make reasonable efforts in order to avoid that the any aircraft that will provide a Viva Aerobus flight that departs from or arrives at a US Airports, remains on the tarmac at a U.S. Airport for more than four (4) hours before allowing passengers to deplane, unless:
i) The pilot-in-command determines there is a safety-related or security related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or
ii) air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
2. Viva Aerobus will provide adequate food (snacks) and potable water no later than two (2) hours after the aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival). Viva Aerobus will also provide such food (snacks) and potable water, when the aircraft remains on the tarmac for any such two (2) hour period, unless the pilot in-command determines that safety or security considerations preclude such service.
3. Viva Aerobus will assure of operable lavatory facilities, as well as adequate medical attention, if needed, while the aircraft remains on the tarmac.
4. Viva Aerobus will assure that the passengers on the delayed flight will receive notifications regarding the status of the delay every 30 minutes thought their flight crew while the aircraft is delayed, including the reasons for the tarmac delay, if known;
5. Viva Aerobus will ensure that the passengers on a delayed flight are notified, beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter, that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open, if the opportunity to deplane actually exists.
6. Viva Aerobus will coordinate with airport authorities (including terminal facility operators where applicable) at each U.S. large hub airport, medium hub airport, small hub airport and non-hub airport where the company serves, as well as its regular U.S. Airports.
7. Viva Aerobus will coordinate with U.S. Customs and Border Protection (CBP) at each US Airport regularly used for that carrier’s international flights.
8. Viva Aerobus will coordinate with the Transportation Security Administration (TSA) at each U.S. Airport that this carrier serves.
Viva Aerobus may amend this Plan at any time to decrease the time in which the aircraft remains on the tarmac for international flights covered in paragraph number 1 of this document, and for the trigger point for food and water covered in paragraph number 2 of this document. Viva Aerobus may also amend its plan to increase these intervals (up to the limits provided in this the applicable rules and regulations).
NOTE: The CCO is the pertinent area to coordinate the compliance of this Plan, also is responsible for taking decisions, always with the aim of providing protection to our users.
Customers inquiring about a fare or making a reservation at the ticket counter, or over the website will be notified if a lower fare is available through one of our other reservation systems.
For flights to or from the United States, Viva Aerobus will promptly provide information regarding any change in flight status to ticketed passengers, passengers holding reservations, and the public. Within 30 minutes of Viva Aerobus becoming aware of a flight cancellation, a delay longer than 30 minutes, or a flight diversion, information regarding flight status will be made available through Viva Aerobus’ reservation center (for US-Customers: 1 888 9 FLY VIV (359 848), on Viva Aerobus’ website, and in the boarding gate area for flights departing from U.S. airports. This information will also be available at any flight status display and other sources of flight information at U.S. airports, provided Viva Aerobus has control over these displays or can provide the information to the party who controls the display.
In the event that checked baggage does not arrive with the passenger traveling to or from the U.S., Viva Aerobus will make every reasonable effort to return the baggage within 24 hours and compensate any reasonable expenses that result from delay in delivery, subject to the liability limitations provided under the Montreal Convention. In the event that baggage is lost or destroyed, Viva Aerobus will reimburse any baggage fees charged for the transportation of that baggage.
Customers may hold a reservation on a flight to or from the U.S. at the quoted fare without payment, or cancel a reservation without penalty, for at least 24 hours if the reservation is made at least one week (168 hours) or more prior to the flight’s departure.
Where a ticket refund for a flight to or from the U.S. is due, Viva Aerobus will provide prompt refunds for credit card purchases and provide refunds within 20 days of receiving a refund request for cash and check purchases. Any ancillary fees charged for optional services that a passenger is unable to use due to an over sale situation or flight cancellation will also be refunded.
Viva Aerobus will make reasonable efforts to promptly accommodate all passengers with disabilities, including during lengthy tarmac delays at U.S. airports, in accordance with Part 382 of the US Department of Transportation regulations and applicable provisions of Viva Aerobus’s conditions of carriage.
Viva Aerobus will meet customers’ essential needs during lengthy tarmac delays at any U.S. airport in accordance with its Tarmac Delay Contingency Plan.
In the event that a flight from the U.S. is oversold, Viva Aerobus will first ask for volunteers to willingly give up a reservation in exchange for a payment of Viva Aerobus’s choosing. If fewer than the needed number of passengers volunteer, Viva Aerobus will treat any passenger involuntarily denied boarding with fairness and consistency according to Part 250 of the US Department of Transportation regulations, and the boarding priority policies and procedures contained in Viva Aerobus’ conditions of carriage.
Cancellation policies, frequent flyer rules, airline seating configurations, and lavatory locations on aircraft can all be found on Viva Aerobus’s website and will be provided by Viva Aerobus’s Service Centre staff upon request.
If a change is made to a customer’s travel itinerary, Viva Aerobus will promptly notify the customer of such change by whichever means are available to Viva Aerobus or specified by the customer.
Customers may file complaints with Viva Aerobus by emailing the Customer Service Department at customerservice@vivaaerobus.com or writing to the Customer Service Department Viva Aerobus: Aeropuerto de Monterrey, Terminal C. Carretera Miguel Alemán Km. 24, Apodaca, Nuevo León, México, CP 66600. Viva Aerobus will acknowledge receipt of written complaints within 30 days and provide a substantive response to the customer’s concerns within 60 days. Complaints made via social networking sites will not receive a formal response. Notification of this limitation will be posted on any social networking site used by Viva Aerobus.
Consumers may contact the ACPD office with complaints and comments about airline services in connection with flights to and from the United States. The ACPD’s contact information is:
http://airconsumer.dot.gov
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 Jersey Ave., S.E.
Washington, D.C. 20590
If a passenger’s flight is cancelled due to Viva Aerobus’s failure to operate its flight according to schedule, Viva Aerobus will accommodate the passenger on the next available flight to the passenger’s destination. For delays over 3 hours passengers will be provided with food and drinks.
