VivaAerobus

VivaAerobus is a dynamic Mexican ultra-low-cost carrier that has significantly transformed the landscape of affordable air travel across the Americas since its inception. Renowned for its commitment to offering "The Smartest Way to Fly," the airline focuses on making destinations accessible through competitive fares and a highly efficient operational model. With a modern fleet and a customer-centric approach, VivaAerobus connects passengers to major cities and leisure hotspots with a fresh and energetic spirit.

VivaAerobus operates one of the youngest and most modern fleets in Latin America, consisting primarily of Airbus A320 and A321 aircraft. This focus on modern aviation technology not only ensures a reliable and safe journey for passengers but also underscores the company's commitment to sustainability. The efficient engines of their "Neo" aircraft significantly reduce fuel consumption and carbon footprints, aligning with global environmental standards.

The airline has established a robust network that efficiently links key metropolitan areas and tourist destinations. While it maintains a strong presence in Mexico City, its operations extend extensively through other major hubs. Travelers can easily fly between popular cities such as Monterrey, Cancun, and Guadalajara. Additionally, the carrier facilitates cross-border travel with frequent routes to United States destinations like Los Angeles and Dallas, catering to both business and leisure markets.

VivaAerobus empowers passengers with a customizable travel experience through its unbundled fare structure. This model allows travelers to pay only for the services they need, such as extra baggage or priority boarding, ensuring the base ticket price remains as low as possible. Combined with their "Doters" loyalty program, the airline strives to provide value and flexibility, making air travel a viable option for a broader demographic.

Contact Information for VivaAerobus in the United Arab Emirates

For travelers in the United Arab Emirates, connecting with VivaAerobus is primarily handled through their international customer service channels and digital platforms. Since the airline does not currently operate direct flights to the UAE or maintain physical offices in the region, all inquiries regarding bookings and flight management should be directed to their main support centers in Mexico or the United States.

Official Website
The most efficient way to manage reservations is through the official website, which offers an English language option for international users:
www.vivaaerobus.com

Key Contact Details

• Official Website: www.vivaaerobus.com
• Customer Service (International): +52 81 82 150 150 (Main Headquarters in Mexico; international call rates from the UAE apply)
• Customer Service (USA Line): +1 866 359 8482 (Often convenient for English-speaking support)
• WhatsApp Support: +52 55 43 57 84 82 (Automated assistance available)
• Email: atencion.clientes@vivaaerobus.com
• Mobile App: VivaAerobus App (Available on the App Store and Google Play)

Social Media

Stay updated and reach out via their official social media profiles:

• Facebook: facebook.com/VivaAerobus
• Twitter (X): twitter.com/VivaAerobus
• Instagram: instagram.com/vivaaerobus

Local Offices in the United Arab Emirates

• Office Addresses: Currently, VivaAerobus does not have a local sales office or headquarters in the United Arab Emirates (Dubai, Abu Dhabi, or other emirates).
• Airport Desks: There are no VivaAerobus check-in counters or service desks at UAE airports (DXB, AUH, SHJ). Travelers are advised to use the online check-in features or contact the international call center for assistance.

Support Availability

The main customer service lines generally operate 24/7, though English-speaking support may be more readily available during standard business hours in North American time zones. Using the WhatsApp channel or managing bookings directly through the website is often the fastest method for travelers located in the UAE.

Baggage Policy Overview

Flying with VivaAerobus allows you to customize your travel experience based on your needs. As a low-cost carrier, their baggage policy is designed to offer flexibility, meaning you only pay for the luggage you intend to bring. Understanding the different allowances for carry-on and checked bags is essential to avoid unexpected fees at the airport.

Carry-on Baggage Allowances

VivaAerobus categorizes cabin luggage into two distinct types: the Personal Item and the Carry-on Bag. Your allowance depends heavily on the fare class you have purchased (e.g., Zero, Light, Extra, or Smart).

• Personal Item: Included in all fares. This must be a small bag, such as a handbag, laptop case, or small backpack, with maximum dimensions of approximately 45 x 35 x 20 cm. It must fit completely under the seat in front of you.
• Carry-on Bag: Included in most fares (except the basic "Zero" fare). This refers to a standard suitcase or bag with maximum dimensions of 55 x 40 x 25 cm suitable for the overhead bin.
• Weight Limits: Typically, the standard combined weight for cabin baggage is 10 kg. However, certain premium fares or add-ons may increase this limit to 15 kg. Always check your specific ticket details.

Checked Baggage Limits

If you plan to travel with larger items or for an extended period, you can purchase checked baggage allowances. VivaAerobus offers a tiered system based on weight, allowing you to choose the option that best fits your trip.

• Standard Options: You can generally book bags in weight categories of 15 kg, 20 kg, or 25 kg.
• Dimensions: The maximum size for a checked bag is usually 158 linear cm (length + width + height).
• Maximum Weight: For safety reasons, no single piece of luggage can exceed 32 kg. Bags weighing more than this limit must be sent as cargo.

Excess Baggage and Fees

Exceeding your pre-purchased allowance will result in additional charges. VivaAerobus applies fees for both overweight bags (bags exceeding the purchased weight tier up to the 32 kg safety limit) and oversized items.

Travel Tip: It is significantly cheaper to purchase extra weight or add an additional bag online via the VivaAerobus website or app before arriving at the airport. Paying for excess baggage at the check-in counter is considerably more expensive.

Special Baggage

VivaAerobus accommodates passengers traveling with special items such as sports equipment or musical instruments. These items are treated differently from standard checked luggage.

• Sports Equipment: Items like golf clubs, surfboards, or bicycles can be transported for a fee. They must be properly packed in protective cases.
• Musical Instruments: Small instruments may be carried on board if they fit within the carry-on dimensions. Larger instruments must be checked in hard cases to prevent damage.

Restricted and Prohibited Items

To ensure safety on board, certain items are strictly prohibited or restricted. Please adhere to international aviation standards when packing.

• Prohibited in Cabin: Sharp objects (knives, scissors), tools, sporting goods (bats, clubs), and liquids exceeding 100 ml per container.
• Prohibited in Checked Bags: Loose lithium batteries, electronic cigarettes, and valuable items like cash, jewelry, or critical documents (these should always be in your carry-on).
• Dangerous Goods: Explosives, flammable liquids, compressed gases, and toxic substances are forbidden in all luggage.

Tips for Packing Efficiently

To make your journey with VivaAerobus as smooth as possible, consider these packing strategies:

Measure and Weigh at Home: Use a personal luggage scale to ensure your bags meet the specific weight limits of your fare. This simple step can save you from repacking at the counter or paying fees.

Bundle Your Services: If you know you will need checked bags, consider purchasing a fare bundle (like "Smart" or "Extra") at the time of booking, as this is often more economical than adding bags later.

Keep Essentials Close: Always pack your medications, travel documents, and electronics in your Personal Item to ensure they are easily accessible throughout your flight.

Traveling with Pets on VivaAerobus

VivaAerobus understands that pets are part of the family and welcomes cats and dogs on board their flights. Whether you are relocating or going on vacation, the airline offers specific services to ensure your furry companions travel safely and comfortably to your destination. It is essential to review the guidelines carefully to choose the right travel option for your pet's size and needs.

Transport Options

In Cabin (Carry-on)

Small pets can travel with you in the passenger cabin, provided they remain in their carrier throughout the flight. This option is ideal for smaller animals that are comfortable in confined spaces.

• Carrier Dimensions: The carrier must fit under the seat in front of you, typically not exceeding 44 x 35 x 21 cm.
• Maximum Weight: The combined weight of the pet and the carrier usually must not exceed 12 kg (approximately 26 lbs).
• Allowed Pet Types: Only dogs and cats are permitted in the cabin.
• Material: Carriers can be soft or rigid but must be fully enclosed, ventilated, and leak-proof.
• Limit: Generally, only one pet is allowed per passenger.

In Cargo Hold (Checked Baggage)

For pets that are too large for the cabin, VivaAerobus offers transportation in the pressurized, temperature-controlled cargo hold. This ensures they travel safely on the same flight as you.

• Container Requirements: You must provide a rigid plastic kennel (IATA approved) with a metal door and sufficient ventilation. Wheels must be removed or blocked.
• Weight and Size Limits: The combined weight of the pet and crate must not exceed 32 kg (70 lbs), and the crate maximum dimensions are typically 319 linear cm.
• Comfort: The animal must be able to stand up, turn around, and lie down naturally inside the crate.
• Temperature Restrictions: Pets may not be accepted if runway temperatures at departure or arrival airports are too extreme (too hot or too cold).

As Cargo (Viva Cargo)

For very large animals or complex travel itineraries, shipping your pet via cargo services is the required solution.

• When Required: Necessary for animals (plus crate) weighing more than 32 kg or for unaccompanied pets.
• Special Requirements: This service adheres to strict handling protocols to ensure safety for heavier animals.
• Booking: This must be arranged separately through the airline's cargo division, not through standard passenger booking.

Required Documentation

To board the flight, you must present valid documentation verifying your pet's health and fitness to fly.

• Vaccination Record: Proof of current vaccines, specifically Rabies (administered at least 30 days before travel).
• Health Certificate: An original health certificate issued by a veterinarian on letterhead, typically dated within 5 days of the flight (for domestic travel) or closer to departure for international routes.
• Deworming Proof: Evidence of internal and external deworming within the last 6 months.
• International Papers: For flights to or from the USA or other countries, specific sanitary certificates (like those from SADER/SENASICA in Mexico) are required.

Service Costs

Fees for traveling with pets vary based on the booking method and travel dates. Paying in advance online is usually cheaper than paying at the airport.

• In-Cabin Fee: Generally ranges between $40 USD and $60 USD depending on the route and time of booking.
• Cargo Hold Fee: Typically ranges between $50 USD and $80 USD depending on weight and route.
• Note: Prices are subject to change and may be higher during high season.

Preparation Tips

Proper preparation can significantly reduce stress for both you and your pet.

• Familiarize: Let your pet get used to the carrier or crate several days or weeks before the trip.
• Feeding: Feed your pet about 4 hours before the flight to prevent motion sickness; offer water right up until departure.
• Identification: Attach a tag with the pet’s name and your contact information to the collar and the crate.
• Calmness: Place a familiar item, like a blanket or toy, inside the carrier to provide comfort.

Restrictions

For safety reasons, VivaAerobus enforces certain restrictions on animal transport.

• Brachycephalic Breeds: Snub-nosed dogs and cats (e.g., Pugs, Bulldogs, Persian cats) are often prohibited in the cargo hold due to respiratory risks but may fly in the cabin if they meet size requirements.
• Age: Puppies and kittens must be at least 4 months old to travel (due to vaccine requirements).
• Condition: Sick, injured, pregnant, or violent animals will not be accepted.
• Service Animals: Recognized service and emotional support dogs may have different rules and allowances; documentation is required.

Important: Airline policies are subject to change. We strongly recommend contacting VivaAerobus directly or visiting their official website before your trip to confirm the most current requirements for your specific itinerary.

Loyalty Program

VivaAerobus rewards its frequent flyers through Doters, a comprehensive coalition loyalty program designed to make travel more rewarding and accessible. By joining this program, passengers can earn points not just on flights, but also through a network of partners, turning everyday travel and spending into future adventures.

Membership Tiers

The Doters program is structured into levels that reward your loyalty with increasing benefits. As you accumulate points and travel more frequently, you move up the ranks to unlock exclusive perks:

• Green Level: The entry-level tier upon enrollment. Members start earning Doters Points on every purchase and enjoy access to exclusive promotions and member-only fares.
• Silver Level: Achieved by earning a set number of qualifying points or flights. Benefits typically include a higher points earning rate per dollar spent, priority boarding, and bonus points on anniversaries.
• Gold Level: The premium tier for the most frequent travelers. Members enjoy top-tier privileges such as free seat selection, complimentary additional baggage allowance, priority check-in, and maximum flexibility with flight changes.

Earning Points

accumulating Doters Points is straightforward and extends beyond just booking airfare. Members can build their balance through several channels:

• Flights: Earn points on the base fare of every flight booked with VivaAerobus. Higher membership tiers earn points at a faster rate.
• Ancillary Services: Points are also awarded for purchasing extras like additional baggage, seat selection, and insurance.
• Partner Travel: Earn points when traveling with partner ground transportation providers, such as ETN Turistar, allowing you to connect your flight with bus services across Mexico.
• Co-branded Credit Cards: Using the HSBC Viva credit card for everyday purchases significantly accelerates point accumulation and prevents points from expiring as long as the card is active.

Redeeming Points

The Doters program offers flexibility when it comes to using your hard-earned points. You can redeem them for a variety of travel-related rewards:

• Award Flights: Use points to pay for flights in full or in part (Points + Cash) to destinations like Cancun, Guadalajara, and Tijuana.
• Travel Extras: Points can be used to cover the cost of additional checked bags, sports equipment, or seat upgrades.
• Taxes and Fees: Unlike many other programs, Doters often allows members to pay for airport taxes and fees using points, making the flight truly free.
• Partner Rewards: Redeem points for bus tickets with partner transport companies to complete your journey.

Alliance Membership

VivaAerobus operates as an independent low-cost carrier and is not currently a member of major global airline alliances such as Star Alliance, SkyTeam, or oneworld. The airline focuses on keeping costs low and maintaining its own unique partnership ecosystem, primarily with ground transportation providers and select commercial agreements, rather than participating in traditional global airline networks.

How to Join

Joining the Doters program is free and simple. Travelers can sign up directly through the VivaAerobus website or the Doters mobile app. Registration takes only a few minutes, and new members often receive a welcome bonus of points to kickstart their journey toward their next reward flight.

Service Classes and Cabin Experience

As an ultra-low-cost carrier, VivaAerobus operates with a streamlined, single-class cabin philosophy. This means you will not find traditional Business or First Class sections on their aircraft. Instead, the airline focuses on providing a consistent, efficient, and affordable Economy Class experience for all passengers.

However, "low cost" does not mean "one size fits all." To cater to different needs, VivaAerobus offers a tiered fare structure (such as Zero, Light, and Smart) that allows you to bundle services. While the physical seat is in the same cabin, your ticket type determines your boarding priority, baggage allowance, and flexibility. Whether you are heading to Cancun for a beach holiday or traveling to Mexico City for business, you can tailor your ticket to match your budget and comfort requirements.

Seating and Comfort

VivaAerobus operates a modern fleet of Airbus A320 and A321 aircraft featuring contemporary, slimline leather seats designed to maximize space. The configuration is the standard 3-3 layout.

• Standard Seats: These are the regular economy seats found throughout the majority of the cabin. They offer standard pitch and width suitable for short to medium-haul flights.
• Space+ Seats: For passengers seeking extra comfort, specific rows (typically the front rows and emergency exit rows) are designated as "Space+" or "VIP" seats. These offer significantly more legroom and often include the benefit of priority boarding (Viva Express), allowing you to settle in faster.

Tip: Seat selection is usually a paid add-on unless you purchase a higher-tier fare bundle. We recommend reserving your seat online in advance if you prefer a window view or need extra legroom.

In-Flight Entertainment

In line with modern trends and to keep fares low, VivaAerobus aircraft are not equipped with seatback screens. Instead, the airline offers Viva Play, an onboard entertainment system that streams content directly to your personal device.

To use this service, simply connect your smartphone, tablet, or laptop to the aircraft's internal Wi-Fi network (available on enabled aircraft). The portal offers a selection of movies, TV shows, podcasts, and games. It is highly recommended to bring your own headphones and ensure your devices are fully charged before boarding, as USB charging ports may not be available on all older aircraft configurations.

Dining on Board: Viva Cafe

VivaAerobus offers a buy-on-board service known as Viva Cafe. Complimentary meals and drinks are not included in the ticket price, allowing passengers to pay only for what they consume.

• Menu Variety: The menu features a range of snacks, including chips, cookies, and nuts, as well as more substantial options like instant soups, sandwiches, and paninis.
• Beverages: A selection of soft drinks, juices, coffee, and tea is available. For those looking to relax, the airline also sells beer and liquor (including tequila, naturally) on many routes.
• Payment: Payments are typically accepted via credit or debit card. It is advisable to carry a physical card as contactless payments or cash might not always be an option depending on the route.

Special Services

VivaAerobus provides a range of dedicated services to ensure all passengers can travel safely and comfortably, regardless of their specific needs.

• Viva Kids: This service is designed for unaccompanied minors (children traveling alone). Airline staff provide supervision from the check-in counter, during the flight, and upon handing the child over to the designated guardian at the destination. This service must be booked in advance.
• Passengers with Reduced Mobility: Assistance is available for passengers requiring wheelchairs or help boarding and disembarking. To ensure the necessary equipment is ready, requests should be made at least 48 hours before the flight.
• Expectant Mothers: Pregnant women can fly without a medical certificate up to the 28th week of gestation. From week 29 to 36, a medical certificate is required to ensure safety. Travel is generally not permitted after the 36th week.

Destinations and Route Network

VivaAerobus operates a robust route network that focuses on connecting key destinations throughout Mexico and the United States. Anchored by its primary hub in Mexico City, the airline provides high-frequency service to major business centers, beautiful beach resorts, and essential cross-border locations, making travel both accessible and efficient.

Securing the best value with VivaAerobus requires a bit of strategic planning, as the airline operates on a low-cost model where prices can fluctuate based on demand. To find the most attractive fares, it is highly recommended to book your tickets well in advance. This is particularly important for high-frequency routes connecting the airline's hub in Mexico City with major business and leisure centers like Monterrey and Guadalajara. Generally, purchasing tickets at least three to four weeks before your intended departure date offers the best chance of locking in lower rates.

Travelers looking for deals should keep an eye out for flash sales and seasonal promotions, which are frequently announced through the airline's official channels. Subscribing to the newsletter or following VivaAerobus on social media can give you a head start on these offers, which are perfect for planning a vacation to sunny destinations like Cancun or Puerto Vallarta. Being flexible with your travel dates—flying mid-week rather than on weekends—can also result in significant savings.

One of the most effective ways to streamline your journey is by utilizing online check-in. This service typically opens several days before the flight and allows you to download your boarding pass directly to your phone. Using the airline's mobile app not only facilitates check-in but also lets you manage your booking, add baggage, and receive real-time flight updates. Checking in online often helps you avoid queues and potential fees for printing boarding passes at the airport counters.

Since VivaAerobus offers unbundled fares, you only pay for the services you need. If legroom is a priority or you wish to sit with family and friends, it is advisable to purchase seat selection during the initial booking process, as choices may be limited closer to the departure date. For added peace of mind, especially on international routes like those to Los Angeles or Dallas, consider adding travel insurance to cover unexpected changes. Careful preparation ensures a smooth and budget-friendly experience whether you are visiting Tijuana or exploring the historic streets of Merida.

Founding and Early Vision

The story of VivaAerobus began with a clear and ambitious mission: to democratize air travel in Mexico and offer a viable, affordable alternative to long-distance bus journeys. Founded in 2006, the airline was established as a strategic joint venture between IAMSA, the largest bus transportation group in Mexico, and Irelandia Aviation, the investment vehicle of the Ryan family, founders of the European giant Ryanair. This unique partnership combined deep local logistical knowledge with global low-cost aviation expertise.

Operations officially commenced in November 2006, with the airline establishing its initial headquarters and main hub in Monterrey. Unlike traditional carriers that focused heavily on the capital, VivaAerobus chose an industrial northern city as its launchpad, tapping into a market of business travelers and families looking for budget-friendly connections. The inaugural flight departed from Monterrey to Leon, marking the start of a new era in Mexican aviation where price was no longer a barrier to flying.

Fleet Evolution and Modernization

In its early years, VivaAerobus operated a fleet of Boeing 737-300 aircraft. These robust planes served the airline well during its startup phase, allowing it to establish a foothold in the market. However, a major turning point in the company's history occurred in 2013 when it announced a massive fleet renewal strategy. The airline made a historic order to transition entirely to the Airbus A320 family, a move designed to improve fuel efficiency, reduce maintenance costs, and enhance passenger comfort.

By 2016, the transition was largely complete, and today, VivaAerobus boasts one of the youngest and most modern fleets in Latin America. The introduction of the Airbus A320neo and A321neo ("New Engine Option") aircraft has been central to their growth. These planes are not only quieter but also significantly more eco-friendly, aligning with the company's goals to reduce its carbon footprint while maintaining the lowest cost structure in the region.

Expansion and Network Growth

While Monterrey remained a crucial base, the airline aggressively expanded its footprint across the country. A significant milestone was the establishment of a major operating base in Mexico City, allowing the carrier to tap into the massive demand of the country's capital. This expansion facilitated a denser network of routes connecting key tourist and commercial hubs, such as Cancun and Guadalajara, to the rest of the nation.

International expansion naturally followed domestic success. VivaAerobus began launching cross-border routes to serve the immense "Visiting Friends and Relatives" (VFR) market and leisure travelers. The airline successfully established direct links to major United States destinations, including flights to Los Angeles and Dallas. These routes provided a vital, cost-effective bridge between the two nations, further solidifying the airline's position as a key player in the North American market.

Innovation and Recent Developments

Throughout its history, VivaAerobus has distinguished itself through constant innovation in its service model. It was one of the first in the region to fully embrace the "unbundled" fare structure, giving passengers complete control over their travel costs. The airline has also leveraged its relationship with IAMSA to offer integrated "Bus + Plane" tickets, a seamless travel solution that connects air passengers with ground transportation to smaller towns and cities not served by airports.

In recent years, the airline has focused on digital transformation and customer loyalty. The launch of the Doters loyalty program marked a significant step in rewarding frequent flyers, moving beyond the transactional low-cost model to build a community of returning travelers. Today, VivaAerobus continues to grow, consistently adding new connections to cities like Tijuana and Merida, while maintaining the energetic, challenger spirit that defined its founding.