I purchased 2 tickets in Feb 2020 with VivaAerobús one for myself and the other for my hubby from March 23 through March 28. In March 2020, the COVID-19, pandemic was in full swing and by the time March 16, 2020 came around, our government made the call of having each individual state make decisions on closing down non-essential businesses. On top of this, there was a strict travel advisory concerning certain countries. I watched the news night and day trying to figure out if I should go because I also knew my bone graft procedure required a 5 to 6 month healing timeframe. I called my dental office in Cancun several times inquiring if there was any news from their administrators, I also watched news pertaining to Cancun, read news articles from Cancun and read numerous travel advisories from the US Dept of State concerning Cancun / Mexico. I was told that everything was a go by my dentist. I also kept calling my dental office, my hotel and finally VivaAerobus 1 week prior to departure to inquired what would occur if I should cancel due to the pandemic or if there had been any changes due to the pandemic that I need to be aware of. But Vivaaerobus customer service agents told me that my flight on March 23, 2020 had not been cancelled nor do they see of any future changes or cancellations for both my inbound or outbound flights. All 3 Vivaaerobus CSR agents who I spoke to prior to my departure on 3 different occasions each said the same thing including that “I would lose both of my airline fares for myself and my hubby and that I would not get a refund because it was a non refundable ticket. I explained to them that I did not want to get “stuck” in another country of course even if it’s Mexico but I was advised by these 3 CSR agents, that if my flight becomes delayed or cancelled, I could log onto the Vivaaerobus App and the updates would be there or that I could call the 1-800 number for Vivaaerobus and reach a CSR agent for further assistance if that occurred. I felt I had no choice and I didn’t want to lose our hard earned money so on March 23, 2020, my hubby & I went off on our trip. We had the Vivaaerobus App installed on both of our cell phones and we were able to check in and obtain our boarding pass 24 hours before our flight departed from Charlotte, NC. We were both hoping that after we got to the airport, that our flight would be cancelled so we could request a refund but it was not cancelled. The arrival/ departure screens at Charlotte Douglas Airport showed that our flight to Cancun was still scheduled and on time. We didn’t have any luggage to check on our flight only had 2 carry-ons. We made it to our gate 2 hours ahead of our 8:00 am flight and our plane was already parked at the gate. There was only 1 other passenger waiting for the flight. We boarded our outbound flight late, landed in Cancun safety. I concluded my dental appointment, constantly checked my VivaAerobus App for notifications none were provided by this airline. 10 hours before check in on March 27, 2020, the VivaAerobus App would not allow us to check in nor obtain our boarding passes. It showed an message which stated that we had to check in 2 hours before departure. We called and the 1-800 number but It was constantly busy, we sent emails/ inquiries through online chat to VivaAerobus but got NO RESPONSE. We decided to purchase a ticket with another airline. The VivaAerobus flight was cancelled. Had we not been proactive, we would have stranded.
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